Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace. We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy helping them to increase productivity, safeguard assets, and make smarter decisions.

The Helpdesk Manager will oversee, train, and mentor the helpdesk staff at various locations throughout the U.S., providing direction and act as Technical Lead to resolve hardware and software issues. This role requires superior customer service and relationship management skills.

Responsibilities:

• Lead and manage 10+ individual contributors in a hybrid environment with onsite responsibilities in multiple locations
• Build a strong network and relationship effectively across the various teams
• Improve and create support procedures and documentation
• Provide input to team how to improve performance through process improvement, action plan reviews
• Manage vendor support for 3rd party application and purchase

Requirements

• Bachelor’s Degree is required in related field
• 5+ years of experience in helpdesk management
• Thorough knowledge of computer hardware and software
• Expertise in Windows, Mac, Linux, Networking
• Ability to lead and support Level 1 Technicians in deployment of IT assets troubleshooting, configuration, software installations and updates, Quality Assurance and Quality Checks.
• Experience with network, VPN, encryption, decryption
• Ability to operate in high-pressure situation, handle multiple priorities and maintain a high level of discipline while remain flexible
• Possess analytical skills with demonstrated problem-solving ability

Benefits

The base pay range for this role is USD $135,000 - $140,000 per year.

Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills.

Certain roles are eligible for additional rewards, including annual bonus. U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 10 scheduled paid holidays, and Paid Time Off.

Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.