We are CyberFortress - The Recovery People

CyberFortress is a global company that makes it simple to rapidly and reliably backup and recover any data to prevent damage to the business. Data is stored in secure, geo-redundant facilities, and our suite of solutions enables our data recovery experts to create a custom, comprehensive solution for any size organization. Whenever a customer needs data recovery, they receive personalized support from a human being every hour of every day of the year. For more information visit our website: https://www.cyberfortress.com


About the Role:

The IT Helpdesk Manager reports to the Head of Business Operations and is responsible for developing the vision for our newly established helpdesk and overseeing processes around employee hardware and software management, onboarding and offboarding employees, the functions of our external helpdesk team as well as internal user support. This role is responsible for ensuring that our employees have the appropriate tools and equipment to thrive in their roles creating raving fans.

Job Duties:

  • Develops processes, implements policies, and works with other department leaders to define, prioritize, and manage the respective site efforts.
  • Develop, document, and implement Helpdesk process for all employees.
  • Implement employee equipment inventory tracking to create a project plan for existing equipment and equipment refreshes working to define a schedule and budget.
  • Define and standardize employee equipment purchases for laptops & monitors.
  • Identify and assign projects to the Helpdesk team to include prioritization and completion assessment of such projects.
  • Lead, guide, and support tasks assigned to the Helpdesk team.
  • In addition to leading, guiding, and supporting the Helpdesk team, you will establish an effective, proactive, and repeatable service delivery process that improves the end user’s experience.
  • Delegates day to day employee requests and tracks open issues to ensure a positive and timely resolution leading to complete employee satisfaction.
  • Oversees IT user management such as devices, applications, systems, office internet, password management, and more.
  • Provides excellent employee resolution satisfaction by ensuring there is fast track resolution for internal IT issues.
  • Maintains the internal training systems to ensure employees are setup for company wide required training upon being hired and ensures completion by employee.
  • Other duties as assigned.



Qualifications:

Education & Experience:

  • Bachelor’s degree in computer science, IT, Electronics or in a related field; or 5+ years service desk experience.
  • 3+ years of managing IT service desk teams with strong organizational and problem-solving expertise.
  • 2+ years of experience with IT project management.


Skills/Abilities:

  • Strong Leadership Skills
  • Superior verbal, written communication, and interpersonal skills.
  • Ability to resolve issues with systems and programs.
  • Strong ability to embrace new technology for enhancing employee experience.
  • Excellent planning, organizing, and multitasking skills.
  • Motivated & energetic self-starter.
  • Ability to work in a high paced, results oriented environment.
  • Proficiency with professional office productivity tools.


CyberFortress Core Values:

Our core values aren’t just words on a page. They form the foundation of how we operate as individuals and a company.

  • People First: We provide the opportunity for everyone to do meaningful work with people they love to work with.
  • Humble and Driven to Results: We “roll up our sleeves” and are willing to pitch in when and where it is needed.
  • Why and Whats Next: We let curiosity continue to ask the next question until we have a clear picture of a great outcome.
  • Act on the Truth: We speak up, get to the facts of the situation, and make the hard decisions in a healthy way.

Our Commitment to a Total Rewards Package:

All work and no play is no way to live. At CyberFortress, we believe in fair pay and fair play. That means we pay competitive salaries and make sure that everyone has plenty of time for life, family and friends outside of the office.

  • Competitive salary.
  • Company paid benefits such as Healthcare, Dental, Vision, Disability, and Life.
  • Generous 401k matching.
  • Pick your own equipment. You’ll get a budget to spend on whatever laptop, monitor, and office equipment you desire.
  • Paid time off.
  • Volunteer time off.
  • Fitness club allowance.
  • Mobile phone service allowance and much more.