Service Desk Administrator

Position Summary

The position is responsible for coordinating the day-to-day operations of the IT Helpdesk and ensuring the delivery of high-quality technical support to employees, contractors, and field personnel. This position manages ticket queues and service levels, coordinates incident resolution, and drives continuous improvement initiatives that enhance the end-user experience.  The position serves as the primary escalation point for Helpdesk operations and works closely with infrastructure, cybersecurity, application support, and third-party vendors to ensure reliable and secure technology services across corporate and remote operations.

Helpdesk Operations

Coordinate daily Helpdesk activities and ensure timely resolution of incidents and service requests.

Triage, prioritize, and assign incoming tickets to appropriate IT resources.

Provide direct technical support and resolve escalated tickets when required.

Serve as the primary escalation point for complex technical issues.

Ensure proper documentation of incidents, requests, and resolutions within the ITSM platform.

Develop and maintain Helpdesk procedures, knowledge base articles, and support documentation.

Monitor Helpdesk metrics, including ticket volume, response times, resolution times, and backlog.

Identify opportunities for process improvement and service optimization.

Participate in an on-call rotation and provide support during critical incidents outside normal business hours when necessary.

Team Leadership

Coordinate Helpdesk workload distribution and assist with task prioritization.

Provide guidance, mentoring, and technical assistance to Helpdesk personnel.

Foster a customer-focused culture emphasizing professionalism and accountability.

Assist with onboarding and training of new Helpdesk staff.

Collaborate with IT leadership to identify development opportunities and process improvements.

End User Support

Oversee support for Microsoft 365, Windows workstations, mobile devices, printers, conferencing systems, and business applications.

Coordinate support activities for remote locations, field personnel, and offshore operations.

Ensure consistent and positive user experiences across all support channels.

Incident and Problem Management

Coordinate major incident response efforts and communications.

Identify recurring issues and implement permanent corrective actions.

Analyze trends and metrics to reduce ticket volumes and improve service quality.

Partner with cybersecurity and infrastructure teams during security incidents and system outages.

Vendor and Asset Management

Coordinate with technology vendors and managed service providers.

Assist with hardware and software procurement activities.

Oversee inventory management of end-user technology assets.

Ensure technology assets are tracked, deployed, and retired in accordance with company policies.