IT Helpdesk Manager, RD
Samsung SDS America, United States

Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace. We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy helping them to increase productivity, safeguard assets, and make smarter decisions.

The Helpdesk Manager will oversee, train, and mentor the helpdesk staff at various locations throughout the U.S., providing direction and act as Technical Lead to resolve hardware and software issues. This role requires superior customer service and relationship management skills.

Responsibilities:

• Lead and manage 10+ individual contributors in a hybrid environment with onsite responsibilities in multiple locations
• Build a strong network and relationship effectively across the various teams
• Improve and create support procedures and documentation
• Provide input to team how to improve performance through process improvement, action plan reviews
• Manage vendor support for 3rd party application and purchase

Requirements

• Bachelor’s Degree is required in related field
• 5+ years of experience in helpdesk management
• Thorough knowledge of computer hardware and software
• Expertise in Windows, Mac, Linux, Networking
• Ability to lead and support Level 1 Technicians in deployment of IT assets troubleshooting, configuration, software installations and updates, Quality Assurance and Quality Checks.
• Experience with network, VPN, encryption, decryption
• Ability to operate in high-pressure situation, handle multiple priorities and maintain a high level of discipline while remain flexible
• Possess analytical skills with demonstrated problem-solving ability

Benefits

Samsung SDSA offers a comprehensive suite of programs to support our employees:

• Top-notch medical, dental, vision and prescription coverage
• Wellness program
• Parental leave
• 401K match and savings plan
• Flexible spending accounts
• Life insurance
• Paid Holidays
• Paid Time off
• Additional benefits

The base pay range for this role is USD $135,000 - $140,000 per year.

Individual base pay offered is based on various factors, in addition to primary work location, such as job-related knowledge, skills, experience, and other objective business considerations.

Certain roles are eligible for additional rewards, including annual bonus. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 10 scheduled paid holidays, and Paid Time Off. Details of participation in these benefit plans will be provided if a candidate receives an offer of employment.

Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.

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