About eSentire
eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can\xe2\x80\x99t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation.
As the authority in Managed Detection and Response, we protect the critical data and applications of 2000+ organizations in 80+ countries, across 35 industries from known and unknown cyber threats.

The Role
We are currently seeking a highly qualified Help Desk Manager to join our team. In this role, you will have the crucial responsibility of leading our technical support team and ensuring the delivery of exceptional customer service while effectively resolving all technical issues.
As a Help Desk Manager, it is essential that you possess a strong technical background complemented by extensive customer service experience. Your problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve specific goals, will be vital to excel in this position.
Your primary objective will be to ensure the provision of high-quality technical support, which directly contributes to increased client satisfaction. By leveraging your expertise and leadership skills, you will guide your team in providing efficient and effective solutions to our valued customers.
We are looking for a Help Desk Manager who is not only proficient in technical matters but also possesses excellent communication skills and the ability to collaborate with different stakeholders. Your dedication to delivering exceptional customer service and driving continuous improvement will be instrumental in achieving our organizational objectives.
If you are ready to take up this challenging yet rewarding role, join our team as a Help Desk Manager and contribute to our commitment to providing top-notch technical support and enhancing client satisfaction.
Responsibilities

• Manage the help desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on help desk team\xe2\x80\x99s productivity
• Provide customer feedback to the appropriate internal teams, like product developers
• Assist in the administration of our Global MDM environment from an end to end perspective
• IAM - working with our Security team to ensure that accessibility and authentication are maintained
• Deploying policies, system and application updates to our Windows Server Infrastructure, BYOD and Corporate owned devices
• Provide administrative support for virtualization systems including on prem and cloud based
• Use ticketing system to record and track projects showing metrics and status over time

Requirements and skills

• Proven work experience as a Help desk or IT manager
• Hands on experience with help desk, MDM administration and managing virtualized environments
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills
• BSc degree in Computer Science, Information Technology or relevant field

Our Culture and Values
At eSentire we work in a collaborative and innovative work environment. We work with brilliant and passionate people who strive and encourage others to do their best. eSentire\xe2\x80\x99s idea-rich environment welcomes creative and sometimes unconventional perspectives!

We celebrate diversity, operating with mutual respect and consideration, in an environment that fosters inclusivity for all. We believe that a variety of perspectives, backgrounds, and experiences make us stronger \xe2\x80\x93 if you\xe2\x80\x99re enthusiastic about this opportunity but don\xe2\x80\x99t meet every qualification, we encourage you to apply anyway. It takes a diverse set of thoughts, cultures, backgrounds, and perspectives to be a true market leader.
Total Rewards

We believe in rewarding performance and providing comprehensive benefits tailored to support your well-being. Our package includes comprehensive health benefits, a flexible vacation plan, and participation in our company-wide equity program, allowing you to share in the success and growth of our organization.
Accommodation

If you require accommodation during the application and interview process, please let us know by contacting talentacquisition@esentire.com. Your talents and unique perspectives are valued, and we look forward to the opportunity to work together to build a more inclusive future.
It\'s our mission at eSentire to protect our customers 24/7/365 and we extend this conviction to job seekers. During the application and interview process, eSentire will communicate with you from one of our corporate "@esentire.com" email addresses, never from a public email address. We strive to provide a welcoming, respectful, and thorough interview process, providing the candidate with ample opportunity to spend time with the hiring manager, recruiter, and future colleagues face to face, or using a video conference technology.

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