We are looking for a Help Desk and Infrastructure Manager to lead our IT support team and oversee day-to-day infrastructure operations within our manufacturing organization. This position offers the opportunity to combine technical expertise with leadership responsibilities, ensuring seamless support for end-users and efficient management of IT systems. As a long-term contract role based in Dayton, Ohio, this position is ideal for candidates seeking a dynamic environment where they can guide a team while contributing to the growth and maturity of IT processes.<br><br>Responsibilities:<br>• Lead a team of four IT support professionals, providing direction and mentorship to enhance their skills and performance.<br>• Serve as the primary escalation point for Tier 2 issues, ensuring quick and effective resolution of complex support cases.<br>• Oversee the management and resolution of approximately 400 support tickets monthly, maintaining high-quality service standards.<br>• Develop and implement a structured tiered support model to streamline operations and improve efficiency.<br>• Administer and optimize Microsoft Office 365 and related tools to meet organizational needs.<br>• Manage endpoint devices, including patching and updates, through NinjaOne to ensure smooth functionality.<br>• Supervise workflows and reporting within Zendesk, ensuring accurate tracking and analysis of ticketing metrics.<br>• Build and maintain a SharePoint-based intranet to support team collaboration and information sharing.<br>• Collaborate with marketing teams to implement SharePoint-driven initiatives and enhance digital content.<br>• Identify areas for improvement in IT processes and team capabilities, developing strategies to address skill gaps and operational inefficiencies.

• Proven experience in IT support operations within a tiered support model.<br>• Proficiency in Microsoft Office 365 and related enterprise tools.<br>• Familiarity with ticketing systems, with preference for Zendesk experience.<br>• Hands-on expertise with endpoint management and patching tools like NinjaOne.<br>• Strong troubleshooting skills, particularly in escalation management.<br>• Ability to lead and coach early-career IT staff to improve their technical skills and confidence.<br>• Knowledge of Active Directory, backup technologies, and ITIL processes.<br>• Experience with Microsoft SharePoint for intranet creation and collaboration.

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