Manager - IT Helpdesk | Novato, CA | Upto $90k in Novato at Vaco

Date Posted: 9/10/2020

Job Snapshot

Job Description

***Leadership Role***
***Manage Global Helpdesk Support Teams***
***Upto $90k***


We are looking for an enthusiastic, talented and personable Technical Account Manager - IT Support Helpdesk to join the Global IT group. Applicants will be highly motivated and organized, be able to lead a global team, while also possessing the ability to work without supervision.


As Technical Account Manager - IT Support Helpdesk, you will be working with world class engineering and production operations teams to maintain a stable environment. You'll lead a team of Junior IT Support Specialists. You'll deploy and administer systems and tools and provide front-line support to various sites and departments. You'll work closely with developers in supporting new services and tackling issues as they arise.

  • Lead a team of IT Support Specialists based out of global locations
  • Create standard operating procedures / FAQ documents
  • Responsible for driving performance against identified key performance indicators
  • Identify / Implement process improvements measures to better or streamline the existing processes
  • Conduct team meetings, one on one's on a regular basis
  • Conduct weekly / monthly business reviews with the client
  • Work with the recruitment team in sourcing / conduct interviews to fill any open positions
  • Lead by example in front of the team in managing the day to day operations
  • Develop and maintain documentation for procedures and user resolution documentation
  • Provide timely and creative solutions to challenging problems
  • Ability to work calmly in high pressure situations and manage multiple ongoing projects


You're passionate about working with enterprise technology. You desire to interact with various departments - identifying and responding to a variety of technical challenges. You're able to provide amazing customer service. You're looking to expand your career by working in a large scale, enterprise environment. You are willing to work in a fast paced and cutting-edge environment with other highly skilled professionals.

  • 1 to 2 years experience of managing a team preferably in IT Helpdesk environment
  • Understands data analytics to identify key performance indicators and perform data analysis to drive insights
  • Demonstrated strategic planning, strategic facilitation, or presentation
  • Demonstrated ability to interact, influence and align with all levels of an organization; both internal and external, technical and non-technical
  • Demonstrated ability to influence and drive consensus
  • Possess a thorough understanding of the Windows and macOS operating systems, Active
  • Directory & Office 365 in an enterprise environment
  • Knowledge of server and PC workstation hardware, software and security essentials
  • Excellent written and verbal communications skills

Job Requirements

Windows, Mac, O365, Server, PC, Hardware, Management