Manager, IT Help Desk

About Eos Energy Enterprises

Eos Energy Enterprises, Inc. is accelerating the shift to American energy independence with positively ingenious solutions that transform how the world stores power. Our breakthrough Znyth™ aqueous zinc battery was designed to overcome the limitations of conventional lithium-ion technology. It is safe, scalable, efficient, sustainable, manufactured in the U.S., and the core of our innovative systems that today provides utility, industrial, and commercial customers with a proven, reliable energy storage alternative for 3 to 12-hour applications. Eos was founded in 2008 and is headquartered in Edison, New Jersey. For more information about Eos (NASDAQ: EOSE), visit eose.com.

The IT Help Desk Manager role will be the go-to person for all IT related support functions. A critical position in providing exceptional customer service to all of EOS

The IT Help Desk Manager will lead the IT support specialist team in providing technical support to all Eos staff, oversee daily support operations, and ensuring timely resolution of technical issues. In addition, this role will be the main point of contact for all service issues or inquiries where it can be triage or escalated as deemed necessary. This position will also be integral in managing recurring license and software costs, management of onboarding and termination IT processes, equipment management, and other critical path areas of IT Support.

• Manage and mentor a team of support specialists both onsite and remote, providing guidance and support to ensure high performance and professional growth.

• Oversee the daily help desk and desktop operations, including ticket management, issue resolution, and escalation processes. Focus on instituting a proper ticket management for all support staff including other departments.

• Provide excellent customer service by monitoring and reporting on response times, quality of service, and customer satisfaction..

• Create a comprehensive detailed report to analyze KPIs to identify trends, areas of improvement, and opportunities for training.

• Develop, create, and implement help desk and desktop support policies, procedures, and best practice to heighten efficiency and effectiveness of IT’s overall service management.

• Provides hands-on technical support and troubleshooting of general to complex issues, at times serving as the main escalation point for the support team.

• Provide training and mentorships to support staff members; be informative of changes and updates, provide proper technical tools, documentations, directions/guidance, and training in support of support staff responsibilities.  

• Work closely with other IT departments and business units to ensure seamless support and alignment of company goals.  

• Create support and process related documentation for internal and companywide IT use.

• Manage key applications, tools and user administration to AD, O365, Manage Engine SDP, and other apps and/or systems as assigned.  

• Manage and responsible for new hire/onboarding, ensuring accounts are properly created, machines are staged/imaged with all appropriate Eos standard applications in line with the user’s start date. This includes completing all required task and notifying the required parties for a complete onboarding process.

• Manage and responsible for user terminations/offboarding ensuring all applicable accesses, accounts, and/or licenses are disabled and all parties involved notified. This includes completing all applicable task.

• Create an on-call schedule for afterhours support and be the point of escalation if needed.

• Support the EOS board of directors as needed

• Manage procurement for all IT equipment related needs – including but not limited to PC accessories and laptops/desktops, monitors, software, etc.

• Manage 3rd party contracts and licensing for software, cell phones, mobile devices

• Lead ownership of ticketing system and ticket queue management, managing modifications to the platform including business rules, automation, and change management.

• Oversight of administration for EOS’s emergency alert system for mass communication

• Administration of SharePoint sites including adding and removing of users/groups to new and existing sites

• Lead administrator for Office 365 account management – including license management, procurement, onboarding and offboarding of accounts – security group management, etc.

• Required to travel to other remote sites as needed

• Require for after hours and weekend work

• Participate in training and development of other team members

• Lifting heavy equipment as needed and at times assisted

• Strong knowledge and proficient in troubleshooting hardware, software, systems and network issues

• Strong knowledge of ITSM (IT Service Management) tools/systems and practices

• Familiar with remote support tools

• Understand general cybersecurity principles and best practices

• Strong team management and mentoring skills including ability to inspire team members

• Analytical thinker and good decision maker

• Experience supporting executives and/or board members

• Able to handle high pressure situations and resolving conflicts

• Excellent and effective communication and interpersonal skills

• Strong attention to detail, develop and implement process improvements

• Bachelor's degree in computer science or computer engineering or equivalent technical experience/certification required.

• 5+ years’ experience in IT support and at least 2 years in supervisory or managerial role.

• ITIL certification

• A+ or CompTIA legacy certification

• Microsoft for modern desktop administration associate

• CompTIA Network+ preferred.

• Local Travel: Less than 10%

• Office Environment - Must be able to remain in a stationary position 50% of the time and occasionally move about inside the office to access file cabinets, office machinery, etc.  Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. May be required to exert up to 50 pounds of force occasionally to lift, carry, push, pull or otherwise move objects, including the human body.