Helpdesk Leader/Manager (offline)

Exelegent is looking for a motivated, self-starting individual to join our team. The Helpdesk Leader/Manager candidate must have 3+ years of experience working for an MSP/MSSP, possess the ability to learn new technologies quickly, the ability to work in a team environment and must be a leader and a mentor. Primary duties are to ensure that customers IT and security needs are take care of. You will lead and grow a team of helpdesk technicians and oversee the operation and customer satisfaction. You will also have to be hands-on, create solutions for customers and solve level 3 issues. Must have a customer friendly attitude, good written / oral communication skills, and the ability to multitask in this fast paced, customer driven environment. Candidate must be hard working, customer oriented, possess a clean driving record and be able to pass a drug and background check.
As Helpdesk Leader/Manager, you are primarily responsible for receiving incoming service tickets, resolving the technical issues, and communicating with the customer throughout the process.
Helpdesk Leader/Manager Responsibilities include:
• Be a point of escalation for the helpdesk team.
• Manage a remote workforce
• Manage Office 365 users, groups, mailboxes, licensing etc.
• Manage and troubleshoot Azure infrastructure.
• Coordinate and schedule IT support tickets to ensure maximum utilization of billable resources
• Troubleshoot and diagnose networking issues (switching, routing, VPN etc.).
• Communicate with customers constantly, keeping them informed on service ticket progress
• Troubleshoot Level 3 Service issues via remote support tools
• Triage vendors to help solve issues outside of the scope of our work
• Manage large projects for multiple clients.
• Manage and configure Cisco, Sophos, and Unifi networking equipment.
Qualified Helpdesk Leader/Manager candidates will have:
• Level 3+ technical support experience
• Strong knowledge and experience with Microsoft 365
• Strong knowledge of Microsoft Operating Systems (Active Directory) / Office Applications
• Strong knowledge of network configuration and troubleshooting (Cisco ASA, Sophos XG, Unifi switches and Aps, Meraki).
• Ability to troubleshoot IT issues quickly and efficiently
• Be able to stay current with ever-changing technology and IT solutions
• Organization and time management skills are a must.
• Excellent communication and customer service skills
• Enthusiastic positive attitude
• Flexibility to work on different types of tasks.
• Self-motivation with strong initiative to succeed.
• IT Certification is a plus (CompTIA, Microsoft, Cisco, etc)

About Exelegent

Exelegent is a premier East Coast cyber security and compliance company where efficiency is standard, and our customers are our partners.
Headquartered in Freehold, NJ with supporting offices in Newark, NJ and Lviv Ukraine, The Exelegent team leverages 10 years of professional experience serving the needs of the healthcare providers, financial services, life sciences, aerospace and defense, insurance and so many more. Over 100+ clients trusted our team of security experts to implement the best practices in security following industry standards in HIPAA, NIST, PCI-DSS, etc.

We partner with industry giants like Microsoft, AWS, Sophos, Cisco, Mimecast, Vonage, RingCentral to bring the best technology and innovation to reach your business goals. Being a vendor-agnostic company, we continue exploring the best solutions for your size and needs recommending key technology for your business results.

Company website:
exelegent.com

DOU company page:
https://jobs.dou.ua/companies/exelegent/