Help Desk Manager

*This opportunity is only eligible for in-person work.

Curious about a career with NorthPoint?

NorthPoint is a real estate developer that has grown through combining an entrepreneurial spirit and empowerment of its team members. The Help Desk Manager is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role. This hands-on team leader will assist with the standardization of helpdesk services and procedures along with streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT Helpdesk team. NorthPoint provides an inclusive environment that cultivates collaboration and mentorship. Our core values set the foundation of our culture and guide us in every business decision.

We truly believe, and I m convinced, we have some pretty incredible assets. But those assets have all come from our people. - Nathaniel Hagedorn | CEO.

How We Put You First:

At NorthPoint Development we ask a lot of our employees, which is why we give so much in return. In addition to your competitive salary, we offer market-leading benefits and perks:

• A selection of comprehensive medical, dental, and vision plans

• 401k with 100% match up to 6%, immediately vested upon enrollment

• Potential opportunity to participate in NPE Employee Ownership Program

• Scholarships and paid professional development

• Robust Reimbursement Programs: Childcare, School Lunch, Tuition, Gym Membership, Cellphone *

• $2000 annual HRA and HSA contribution

• Free catered lunches every day + fully stocked kitchen

• Parental Paid Leave

• Living Generously program with 100% charitable contribution match

What You ll Do

• Supervise and coordinate the execution of responsibilities for the Help Desk team

• Utilize ticket tracking system to document all support incidents

• Create and maintain detailed and complete Help Desk documentation

• Provide technical guidance to staff and coordinates end-user training

• Report metrics and KPIs for the Help Desk

• Serve as mentor and coach for technical support team members

• Identify opportunities for automation, and assist with the development of automation systems to address those opportunities

• Participation with research, planning, scoping, implementation and ongoing support for projects

• Maintain inventory of hardware, software and support assets

• Capability to self-motivate, work independently and taking ownership of job responsibilities

• Experience working with multi-tiered ticket handling/resolution systems

• Provide tier 1 and tier 2 IT support

• Enforce IT standards and educates employees about best practices

• Perform other related duties as assigned

Are you passionate about pushing the limits? Are you looking for the freedom to forge your future? If so, we want to talk to you!

Who You Are

• 4+ years of experience in in the information technology industry

• At least 1 year spent leading others in a help desk environment

• Demonstrable skills with troubleshooting a wide range of technical problems

• Strong organizational skills with a keen attention to detail

• Excellent verbal and written communication skills

• The ability to balance and prioritize multiple projects and remain calm under pressure

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.