Summary: The Helpdesk Manager is part of a team that is responsible for providing phone, and deskside support for The Philadelphia Orchestra, The Kimmel Center, and Ticket Philadelphia. The Helpdesk Manager will be responsible for mentoring the Helpdesk Technician and will take the lead on general helpdesk technical direction. The Helpdesk Manager is the go-to support person for VIP and executive helpdesk support. Essential Functions: Responsible for managing and assigning incoming new helpdesk tickets. Active Directory work to create and maintain new users. Basic administration of Windows and Linux network infrastructure and Office 365. Basic Phone administration for adds, moves and changes. Works with outsourced network printer support vendor to maintain network printers. Works with organizations’ wiring vendor to supervise installation of new network drops and phones lines. Identifies, researches, and resolves basic PC and phone-related technical problems. Responds to helpdesk requests for technical support. Tracks and monitors technical problems to ensure a timely resolution. Keeps electronic logs/documentation of work. Facilitates office moves for PC equipment. Serves as rotating member of after-hours on-call systems support team. Keeps after-hours on-call rotation calendar up to date. Knowledgeable of VPN (Remote Access) and limitation. Procure company issued cell phones for Philadelphia Orchestra and Kimmel Center. Provision and Manage BYOD using MaaS360 (or equivalent MDM software). Interfaces with VIP and Executives for high level personal tech support. Arranging equipment recycling with vendor with BAN or similar accreditation. Monthly reporting to management metrics on Helpdesk tickets Complete assigned projects.
