IT Helpdesk Manager

Seneca Holdings, the business arm of the Seneca Nation, is the parent company of the Seneca Nation Group (SNG). The SNG portfolio of companies, our federal government contracting business unit, meet mission-critical needs of federal civilian, defense, and intelligence community customers across a variety of domains. To learn more visit our website here and follow us on LinkedIn.

The Seneca Holdings family of companies offer competitive compensation and a strong benefits package including comprehensive medical and dental care, matching 401K, paid time off, flexible spending accounts, disability coverage, and other benefits that help provide financial protection for you and your family. We pride ourselves on our collaborative work environment and culture which embraces our mission of providing financial and non-financial benefits back to the members of the Seneca Nation.

Seneca Holdings is seeking an IT Helpdesk Manager who will lead the service desk function including the fulfillment of IT service requests, technical support for end users, and maintenance of system tools and applications. Additionally, the manager will oversee the Helpdesk support team and manage procurement, fulfillment, inventory, and operations of IT equipment.

Summary of Location and Hours:

• Hybrid onsite in Williamsville, NY
• Monday - Friday approximately 8:00 am to 5:00 pm EST. Most services are provided during normal business hours. That said, Seneca Holdings and its subsidiaries supports employees and locations worldwide, in many time zones. Planned and unplanned work schedules to include nights and weekends may be necessary. Requirements for on-call support coverage and working hours are also possible.

Responsibilities include, but are not limited to:

• Oversee and guide the Helpdesk support team ensuring the service desk is meeting published SLAs.
• Provide IT support to customers ensuring resolution of technical issues, answering queries, and delivering training materials promptly and professionally. This includes addressing:
  
  
  
  • Hardware issues with company-owned laptops, desktops, phones, mobile devices, printers, and other peripherals.
  • Software issues involving Windows OS, O365, Microsoft Teams, SharePoint, Zoom, and various desktop and SaaS applications.
  
  
  
  
• Prioritize customer requests, ensure follow-up, and track tickets to resolution; this includes creating detailed documentation, regularly updating the ticketing system, and communicating with the service requestor.
• Provide metrics on service requests, including types and trend analyses.
• Manage procurement, deployment, tracking, inventory, return, and monitoring of company-owned electronic devices like laptops, monitors, printers, and mobile devices.
• Escalate and communicate technical issues and support efforts to Tier 3, other departments, or service providers as needed.
• Install approved desktop software and configure SaaS systems.
• Test, troubleshoot, install, and replace company-owned printers and peripherals.
• Evaluate and test company-owned networking equipment.
• Assist with updating security software and services.
• Coordinate between employees, customers, the ITSC Department, and service providers.
• Participate in evaluating current and new system configurations and software.
• Contribute to revising Technical Support Standard Operating Procedures.
• Engage in Disaster Recovery testing, planning, and execution when necessary.
• Proactively monitor and report any Security incidents and audit/compliance related tasks.
• Communicate issue trends, security events, and Information Security incidents to appropriate management promptly.
• Monitor voicemail for customer calls received outside normal hours and add any requests to the Help Desk Call Tracking system.

Basic Requirements:

• Bachelor's Degree plus three (5) years of Help Desk Manager or equivalent experience OR Associate's degree plus five (7) years of Help Desk Manager or equivalent experience.
• IT Certification requirements: CompTIA A+, Network+ or Security+.
• At least one Microsoft Office 365 certification or training, such as Developer Associate, Modern Desktop Administrator Associate, Teamwork Administrator Associate, Fundamentals, or Enterprise Administrator.
• Proven capacity to manage customer expectations, prioritize tasks, and interface daily with customers effectively.
• Proficiency in computer support and operations, especially MS Office applications.
• Prior experience with IT Helpdesk environments, hardware/software procurement, inventory management, and deployment.
• Strong oral and written communication skills for collaborative work, both onsite and remotely.
• A robust work ethic with urgency in addressing customer needs.
• Ability to communicate effectively and support team members in resolving IT issues.
• Skill in handling multiple assignments under strict timelines and high-stress conditions.
• Self-driven, action-oriented, and results-focused.
• Capability to meet deadlines consistently.
• Competence in working effectively within and for a diverse workforce.

Desired Qualifications:

• Specific experience in Department of Defense environments is advantageous.
• A US Government clearance is not
• Advanced training in administering Microsoft O365 applications and suites.