Help Desk Manager - 24M Technologies

About 24M Technologies

24M Technologies answers the world's need for affordable energy storage by enabling a new, more cost-effective solution — SemiSolidTM lithium-ion technology. Our breakthrough manufacturing platform provides for low-cost, high-energy density, safe and long-life storage for electric mobility, grid and other applications. Through strategic partnerships with industry leaders, including the Volkswagen Group, Kyocera, GPSC and FREYR, 24M has built an ecosystem to rapidly scale the SemiSolidTM platform and develop a better, cleaner energy future. Founded in 2010 and led by some of the battery industry's foremost inventors, scientists and entrepreneurs, 24M is headquartered in Cambridge, Mass. and backed by top industrial partners and venture capital firms. This role will be fully onsite in our Indianapolis, Indiana office. For more information, please visit www.24-m.com.

Job Overview:

We are seeking a Help Desk Manager who excels in both leadership and hands-on technical work. This role is ideal for someone who can effectively manage and mentor a team while staying actively involved in day-to-day IT support and operations. In addition to overseeing helpdesk activities, the Help Desk Manager will directly contribute to troubleshooting and resolving complex technical issues, ensuring the smooth operation of the organization's IT infrastructure. The right candidate will lead by example, providing guidance and support to the team while remaining a key player in delivering high-quality IT services. This position requires a proactive, solutions-oriented individual who can balance strategic oversight with practical, hands-on responsibilities to drive continuous improvement and efficiency within the department.

Key Responsibilities

• Help Desk Operations Management: Oversee the daily operations of the IT helpdesk, ensuring support tickets are resolved efficiently and within established service-level agreements (SLAs).
• Help Desk Performance Monitoring: Track and analyze helpdesk performance metrics, driving continuous improvements to reduce response times and increase service quality.
• Team Leadership and Mentorship: Provide guidance, training, and mentorship to helpdesk staff, ensuring the team is equipped with the necessary skills to resolve issues and meet department goals.
• Process Improvement: Develop and implement standard operating procedures for the helpdesk to ensure consistent, high-quality support across all levels of user requests.
• Task Prioritization and Delegation: Assign and prioritize support tasks, ensuring even workload distribution and adherence to deadlines while aligning with business needs.
• Advanced End-User Support: Deliver all levels of end-user support, including new PC builds, hardware/software troubleshooting, and mobile device management.
• Escalation Expert: Act as the senior escalation point for the support team, providing expert troubleshooting, guidance, and resolution for complex technical issues.
• Technical and Security Support: Provide support for hardware, network, and software troubleshooting, focusing on basic to intermediate server maintenance tasks (e.g., VMware, Windows Server, Hyper-V, SQL), and network service operations.
• Network and Security Management: Collaborate with our MSP to assist in the occasional maintenance of firewalls, and manage network modifications for switches, routers, and firewalls to ensure network performance optimization.
• Server and Cloud Management: Perform server maintenance, manage on-premise and cloud services (e.g., Active Directory, EntraID), and utilize Microsoft Intune for device management and security.
• Security-Focused IT Process Development: Contribute to the development and documentation of IT processes, ensuring they are secure, efficient, and repeatable.
• Continuous Improvement: Drive initiatives aimed at improving IT processes and systems, with a focus on enhancing security, contributing to the overall efficiency and effectiveness of the IT department.
• Reporting and Documentation: Prepare and present detailed reports on network operations, server health, and other IT metrics.
• IT Administrative Tasks: Handle other IT administrative tasks as required.
• Standby and Off-Hours Support: As needed, provide standby support and join calls outside of business hours.
• Additional Responsibilities: Perform other duties and responsibilities as assigned.

Qualifications:

• Leadership and Mentorship: Proven ability to lead and mentor a team while remaining hands-on in troubleshooting and technical tasks.
• Security-Focused Mindset: Proactive and eager to expand skillset into higher-level sysadmin and network admin tasks, with a strong focus on security and continuous learning.
• Process Development: Ability to assist with the development of secure processes that ensure consistent and efficient IT operations.
• Growth-Oriented: Proactive and eager to expand skillset into higher-level sysadmin and network admin tasks, with a strong desire for continuous learning and development.
• Problem-Solving: Proven ability to tackle complex technical and security challenges, independently drive projects to completion, and seek out opportunities for improvement.
• Technical Proficiency and Expertise: Deep understanding of computer systems, mobile devices, and a broad range of tech products with a focus on secure configurations. Proficiency in Microsoft tools and the Microsoft 365 stack; familiarity with Meraki, Hyper-V, VMware, and Windows Server; experience with Cisco and Palo Alto firewalls preferred; knowledge of Linux, routing protocols, and OT networking is a plus.
• Comprehensive IT Knowledge: Expertise in both on-premise and cloud services, including Active Directory (AD) and Entra; experience with Microsoft Intune for secure device management.
• Collaboration: Strong team player with a positive, collaborative mindset.
• Organizational Skills: Excellent organizational abilities, capable of managing multiple projects and tasks simultaneously.

Requirements:

• Education: Bachelor's degree in Information Systems, Information Technology, Computer Science, or related field preferred.
• Experience: 5-7 years of IT support experience, MSP Experience is a strong plus
• Certifications (preferred): Relevant Microsoft 365/Azure certifications are a strong plus, with CompTIA Network+ and CompTIA Security+ being highly desirable.

PI254598171