Samsung SDS America (SDSA) is the U.S. subsidiary of Samsung SDS, a global software solutions and IT services company. Samsung SDSA helps organizations optimize their productivity and make smarter business decisions using our enterprise software solutions for secure mobility, HPC managed services, DOOH, and advanced analytics and contextual marketing. We enable our customers in government, financial services, retail, and other industries to drive business and improve their competitive positions in a hyper-connected economy.
The Help Desk Manager will oversee, train, and mentor the help desk staff at various locations throughout the U.S., providing direction and act as Technical Lead to resolve hardware and software issues. This individual must have 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 People team
- 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 help desk 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
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.Benefits
Benefits: Medical, Dental, Vision, Prescription, 401k, Paid Time Off (PTO)