Job Posting: IT Help Desk Manager

Location: Telework

Cetrom is a growing, fast-paced cloud computing provider with clients across the US. Founded in 2001, Cetrom has maintained a reputation for innovative product design and exceptional customer service. At the core of Cetrom’s success is a corporate culture that embraces thinking creatively, communicating ideas, and exploring unique talents. Cetrom is looking to expand its team and is seeking an IT Help Desk Manager.

The role of the IT Help Desk Manager is to help drive operational excellence across our technical department. The ability to adapt, think on your feet, and exercise extreme attention to detail are essential qualities in this position. The ideal candidate will have 5+ years of experience working at an IT company. Ideal applicants must meet all of the below requirements.

Responsibilities include:

  • Ensure timely assignment and completion of customer and internal support tickets. (Autotask)
  • Trend and ticket tracking with reporting of outliers
  • Responsible for ticket lifecycle.
  • Management of KPI tracking and reporting software (BrightGauge)
  • Coaching staff to align with performance metrics and company policies.
  • Coordinate Engineer schedules for support desk and projects and escalations
  • Provide analytical support to the CEO, CIO, and the senior management team
  • Develop strong working relationships with clients
  • Develop and maintain project management standards, which clarify how initiatives are prioritized and ensure a complete assessment of proposed projects
  • Nurture the collaborative environment, promote transparency, and communicate positively and effectively
  • Work to maintain appropriate resources to ensure satisfactory customer support results
  • Work with the Project Manager on coordinating projects that require research, data collection, critical thinking, and a high level of independence in support of long-range planning activities
  • Responsible for answering roll-over helpdesk calls during normal business hours
  • Develop, document, and maintain standard operating procedures
  • Help maintain system documentation and logs when needed

Skills/experience required:

  • Bachelor’s degree and/or 5+ years’ experience in an IT environment
  • Extreme attention to detail and thorough diligence in completing assignments
  • Strong work ethic, positive attitude, and a desire to learn new skills
  • Strong leadership skills
  • Ability to multitask and meet tight deadlines
  • Ability to analyze data and identify trends
  • Strong written and verbal communication skills
  • Mature self-starter, capable of being self-directed
  • Works well in a team or independently
  • Technologically focused and customer oriented
  • U.S. Citizenship or Permanent Resident status required for employment

Qualified candidates should send their resume to

Is Cetrom Your Cloud Services Solution?