Job Information
TerraPower IT Help Desk Manager in Bellevue, Washington
TITLE: IT Help Desk Manager LOCATION: Bellevue, WA TerraPower is a nuclear energy technology company based in Bellevue, Washington. At our core, we are working to raise living standards globally. At its core, the company is working to raise living standards globally through a more affordable, secure and environmentally friendly form of nuclear energy along with innovations in medical isotopes to improve human health. In 2006, the company originated with Bill Gates and a group of like-minded visionaries who evaluated the fundamental challenges to raising living standards around the world. They recognized energy access was crucial to the health and economic well-being of communities and decided that the private sector needed to take action and create energy sources that would advance global energy deployment. TerraPower's mission is to be a world leader in new nuclear technologies, while developing innovators and future leaders in the nuclear field. TerraPower is committed to bringing sustainable, affordable and safe energy to address global issues. As a result, the company's activities in the fields of nuclear energy and related sciences are yielding significant innovations in the safety and economics of nuclear power, hybrid energy and medical applications. TerraPower is seeking to hire highly motivated and forward-thinking professionals who are interested in focusing on advanced nuclear reactor research and development, and influencing change within the nuclear power landscape. IT Help Desk Manager The IT Help Desk Manager will provide enterprise management over end user computer hardware, software, access management and technical support to 1000+ staff, primarily located in the Puget Sound area, and 1000+ external partners for access management. Overseeing the day-to-day operations of the help desk team, role will be supporting the Help Desk team from our corporate offices in Bellevue, WA. The Help Desk team is comprised of various levels and skillsets necessary to support a mid-sized, security focused, compliance regulated enterprise. This is an on-site position based in Bellevue, WA and open to local candidates or those willing to relocate. Responsibilities * Supervise our IT Help Desk to provide top level support for TerraPower's staff and project partners * Develop, mentor, and coach our Help Desk staff providing clear performance goals * Triage tickets and manage staff ticket queues * Help support end user hardware and software, and SaaS applications * Microsoft application stack including Office 365 * Microsoft Windows OS patching and support * End user device management, laptops and peripherals, full life cycle * Identity and Access management * Software deployments * OS and application patching * Lead projects to deploy new tools and processes * Develop, implement, and improve KPIs and SLAs for the team. Routinely track and report on these metrics * Develop training, knowledge base articles, and other documentation * Partner with IT systems engineering team on processes and operations support * Vendor management and procurement * Hardware and software inventory management Key Qualifications * Bachelor's Degree in Information Systems or 5+ years equivalent work experience * At least 3 years of supervisory experience. * Experience managing ITSM/Service management platforms preference for Atlassian Jira * Ability to manage multiple priorities effectively * Excellent verbal and written communication skills * Strong interpersonal skills including the ability to lead and be a team player Job Functions Job Functions are physical actions and/or working conditions associated with the position. These functions may also constitute essential functions for the job which the employee must be able to fulfill, with or