Job Description

IT Help Desk Manager– Lyra Technology Group

Lyra Technology Group is seeking an IT Help Desk Manager for one of our operating companies, Cross the Divide. This individual will play a key role in ensuring the Help Desk team is running smoothly while successfully managing shifting priorities and competing demands.

About Lyra…

Lyra Technology Group is a Private Equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in over 50 companies around the world. Our companies employ over 3,000 team members, each led by its own management team.

About Cross the Divide…

Cross the Divide is a technology services company dedicated to bringing non-profit organizations the information technology tools they need to strengthen and support their programs. Their client list includes the American Lung Association, Grid Alternatives, Habitat For Humanity, National Center for Lesbian Rights and many other exciting non-profit organizations.

Your work as an IT Help Desk Manager will includes several components:

Help Desk Management

• Continual review of all tickets to ensure excellent customer service and timely resolution.

• Responsible for ensuring ticket SLAs are being met and standards and processes are followed.

• Act as escalation point and facilitator or severe, critical, or unique and sensitive issues.

• Identify, establish and gather key metrics to analyze help desk performance and identify problem areas requiring improvement.

• Develop and refine help desk processes and automation of repetitive tasks.

• Ensures service levels are achieved and customer expectations are met or exceeded.

• Develop and refine help desk processes to improve efficiency.

Project Managemen t

• Creation and management of client and internal project plans and tasks.

• Manage internal and external projects and project plans.

Client Management

• Responsible for client communication.

• Responsible for client dashboards reports.

• Assist clients in all IT-related decisions regarding purchasing, infrastructure, or organizational needs, ensuring that their. decisions are supportable, standardized, cost-effective and secure.

Documentation

• Create and maintain internal documentation, workflows, guides, and processes.

• Create and maintain external help center documentation.

• Maintain and update onboarding documentation for new hires.

• Manage client communication and dashboard reports.

Our ideal IT Help Desk Manager has the following qualifications:

• Bachelor's degree strongly preferred

• 6+ years of relevant IT experience

• 3+ years of help desk lead/manager experience

• Comprehensive knowledge of IT best practices and processes

• Excellent communication, organizational, and leadership skills are essential

• Excellent level of client service experience

• Strong technical background with excellent communication and problem solving skills

Experience with the below platforms is strongly recommended

• Microsoft Office 365 / Entra

• Windows 10/11

• Active Directory

• Microsoft Exchange

• Microsoft Powershell / Scripting

• Core network services (TCP/IP, DNS, DHCP, etc)

If working and supporting clients in a help desk atmosphere sounds appealing to you, let's have a conversation.

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