Bryan Wheeler

One of the top online news organizations is looking for a highly motivated and energetic person who works well in a high-pressure environment and enjoys working and interacting with people.  This person must be able to adapt and adjust to a constantly evolving technology landscape, while aligning their teams’ objectives with that of the Company and Operations team goals. This candidate will lead and manage a team of Help Desk Technicians with all phases of tier 1 support, which will include: phone support, hardware, software, telecommunications, and network related support. Will deliver and promote high quality support and customer service to internal and remote users. This position will also create and improve workflow management process, problem escalation procedures, effective metrics for reporting, identifying failure trends and analysis, resources management and planning, change management and personnel performance monitoring. This position will be held accountable for creating, maintaining and evolving the vision and core competencies of the Help Desk team.

Core Duties / Responsibilities

  • Manages a team of support personnel who troubleshoot IT issues.
  • Ensures maximum issue resolutions in minimum time and follow-up with high level of customer service satisfaction.
  • Provide leadership to Help Desk personnel for training, customer support, customer communications, and work scheduling and resource allocation.
  • Responsible for creating and maintaining budget for Help Desk team.
  • Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user.
  • Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected including a ticketing system that meets the needs of the organization.
  • Monitor Help Desk activities and staff to optimize customer satisfaction and ensure all MSNBC partners receive efficient and effective support.
  • Analyzes performance and statistical results and makes appropriate recommendations for changes and improvements in procedures that enhance service delivery.
  • Troubleshoot software, hardware, telecommunications (mobile devices), basic network connectivity, plus any other computer or peripheral related issues in minimum amount of time with high focus on customer service.


  • BA/BS degree or AA/ Technical School degree in IT related field or equivalent experience in electronic communications or a combination of technical school and experience.
  • 5 years of Helpdesk experience including 2+ years of leading and managing an operations team that consists of FTE’s and vendors.


Excellent interpersonal and communication skills with the ability to interact effectively with others.  A strong commitment to customer service and satisfactionProven organizational and planning skills.  Established analytical and problem solving abilities.

Technical knowledge of the following: 

Windows XP, Windows 7, Windows 2008 Server, proxy clientData Communications including: WinSock, TCP/IP, DNS, FTPCisco equipment; routers, switches and other networking devices such as load balancers.

Tools such as Microsoft Office Suite, What’s Up Gold, Zendesk, MSFT Service Mgr and other monitoring applications.

To apply for positions on our team, respond by email to .  Please include the name of the position you are applying for in the subject line.