Job Description

West Development is a management company located in Carlsbad, CA. Our office serves as the business support office for numerous portfolio companies across various industries including senior housing, hospitality, property management, commercial development, and an IT service provider.

The IT Help Desk Manager will be part our IT services company, 99Ten and be based in Omaha, NE. This role leads a team of support staff who troubleshoot and resolve technology issues for our stakeholders. This is a full-time non-exempt position.

ESSENTIAL DUTIES & RESPONSIBILITIES INCLUDE:

• Lead the Help Desk team through the process of providing stakeholders with technology support via phone, email, and in person.
• Responsible for ensuring that the Help Desk staff is capturing all requests, calls, emails, and walk-up interactions in the ticketing system.
• Organize Help Desk staff tickets according to priority, schedule work, and escalate as needed.
• Provide performance feedback to direct reports on a continual basis in both verbal and written forms.
• Assist in coordination and execution of projects as determined by the leadership team.
• Responsible for creating and supporting a positive, professional, team-oriented, and productive work environment by supporting the organization's policies, demonstrating the organization's values, and being a role model for the team.
• Consistently demonstrate a passion and commitment to help others achieve professional and organizational goals.
• Continually find more efficient and streamlined ways of performing tasks.
• Adapt and respond to changes in priority as determined by leadership team.

DESIRED KNOWLEDGE, SKILL, AND ABILITIES:

• Previous supervisory / leadership experience required.
• Must have 5+ years’ experience implementing and supporting Windows desktop and laptop systems, as well as other related technologies, in an enterprise environment.
• Must possess the ability to prioritize tasks, manage time, multitask effectively, while staying organized.
• Must possess above excellent written and verbal communication skills.
• Maintains best-in-class customer service skills, a strong work ethic, and is a team player with the ability to work independently.
• Acts and accepts responsibility for outcomes. Admit mistakes and then take steps to resolve them.
• Willing and able to adapt to changing priorities and responsibilities on a regular basis, in alignment with stakeholders’ needs.
• Maintains focus and remains calm, optimistic, and persistent, even during stressful situations.
• Considered an out of the box thinker and displays a willingness to learn.
• Must be able to work extended and on-call hours, as required, to provide support to the Help Desk team.
• Must have above average understanding of network, computer hardware, and computer software systems and be able recommend and implement changes where appropriate.
• Must have reliable transportation.

JOIN OUR TEAM!

We are committed to providing our people with the tools they need to succeed, as well providing a challenging work environment with the opportunity to make a contribution. We offer a comprehensive benefits package, paid time off, and a generous 401(k) company match.

Company Description

99Ten is an IT Managed Services company. We support a diverse range of organizations located across the United States.