IT Helpdesk Manager
Walnut Creek, California
Corporate Services – Information Technology /
Full-time /
Hybrid
Fehr & Peers is a team of collaborative transportation and business professionals who are passionate about making a positive impact on neighboring communities. Our IT Team supports our employees and clients with high-quality service, enabling our staff to tackle challenges and develop innovative solutions. We encourage open communication and value suggestions that enhance our workplace and services.
We’re seeking a motivated, customer-focused IT Helpdesk Manager to lead our IT support team. The ideal candidate has a strong background in IT support, excellent leadership skills, and a passion for exceptional customer service. This role involves overseeing daily helpdesk operations, ensuring timely and effective resolution of technical issues, while maintaining high customer satisfaction.
Responsibilities
- Manage and oversee the daily operations of the IT help desk / service desk team.
- Ensure timely and effective resolution of technical issues and requests.
- Develop and implement helpdesk policies and procedures to improve efficiency and customer satisfaction.
- Monitor helpdesk performance metrics and provide regular reports to senior management.
- Train, mentor, and support helpdesk staff to ensure high levels of performance and professional development.
- Collaborate with other IT teams and departments to address and resolve complex technical issues.
- Maintain an up-to-date knowledge of industry best practices and emerging technologies.
- Foster a customer-centric culture within the helpdesk team, ensuring a positive and professional experience for all users.
- Take after-hours calls and provide availability for off-hours emergencies
- Regularly travel to our offices nationwide to provide IT support
Qualifications
- Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field.
- Proven experience in a helpdesk or IT support role, with at least 3 years in a managerial or supervisory position.
- Ability to reliably work in the office at least two days per week
- Strong technical knowledge of IT systems including SD-WAN, VPN, Microsoft 365, Active Directory, and Azure Cloud Services
- Excellent leadership and team management skills.
- Exceptional customer service and communication skills.
- Ability to work effectively under pressure and manage multiple priorities.
- Strong problem-solving and analytical skills.
- Relevant certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.
$100,000 - $125,000 a year
Placement within the stated pay range will be determined based upon education, experience, and qualifications.
Benefit Highlights:
Medical, Dental, Vision, Life and Disability Insurance.
401(k) Plan with matching and profit sharing.
Flexible Spending Accounts.
Commuter Benefits.
Paid Vacation, holidays and sick leave.
8 weeks of Paid Parental Leave.
Mentoring and Career Development programs.
Research and Development group participation, and more.
EEO: Fehr & Peers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment in the workplace. We welcome applicants of diverse backgrounds, and hire without regard to race, color, creed, religion, sex, gender identity or expression, sexual orientation, marital or parental status, national origin, ancestry, citizenship, age, disability, genetic information, political affiliation, military service or any other characteristic protected by law.
Nondiscrimination: Fehr & Peers ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964. If you need more information or special assistance for persons with disabilities or limited English proficiency, contact Human Resources.
