Overview Centerline Logistics is looking for a dynamic and highly organized Helpdesk Manager to lead a small support team. This individual will oversee day-to-day helpdesk operations, ensuring the timely resolution of IT-related issues for employees across the company. The Helpdesk Manager will be hands-on, directly supporting staff as well as playing a key role in delivering top-notch service, improving helpdesk processes, and maintaining a high level of satisfaction for all users.
Responsibilities
- Lead, manage, and mentor IT specialists, ensuring high-quality service and timely resolution of IT support requests.
- Oversee the ticketing system, ensuring that all support requests are logged, tracked, and resolved efficiently.
- Develop and implement helpdesk policies, procedures, and best practices to enhance the quality of IT support services.
- Provide hands-on technical support for both hardware and software issues across the organization.
- Monitor team performance, providing coaching and feedback to ensure continuous improvement.
- Collaborate with other departments and management to identify and address recurring technical issues and provide long-term solutions.
- Ensure a positive user experience by maintaining a focus on customer service and professionalism.
- Assist in the development and delivery of training materials for end-users to improve IT literacy and reduce common technical issues.
- Coordinate with other IT teams to troubleshoot and resolve more complex technical issues.
- Prepare and manage all company assets
- Maintain knowledge of the latest technology trends and best practices to keep the helpdesk team up-to-date on emerging IT issues and solutions.
- Other duties as assigned or may be necessary.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
- 5+ years of experience in IT support, with at least 2 years in a managerial or leadership role.
- Strong technical knowledge of operating systems (Windows, macOS), hardware, networking, and common software applications.
- Proficiency in using helpdesk ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk).
- Excellent communication skills, with the ability to explain technical issues to non-technical staff in a clear and concise manner.
- Proven ability to manage and motivate a team.
- Strong problem-solving skills and the ability to think critically when addressing technical issues.
- ITIL certification or experience with ITIL best practices is a plus.
- Knowledge of security best practices and data privacy regulations is a plus.
- Knowledge of maritime systems is a plus.
Job Condition and Environment
- Duties are performed in a normal office environment while sitting at a desk.
- Must be physically fit enough to board barges and tugs at sea and in port.
- Required to board tugs, barges, and ships, at dock or at anchor in all weather conditions and at all hours.
- Occasional travel may be required.
Expected Hours of Work
- Normal office hours are 8:00am to 5:00pm Monday through Friday
- Due to global nature of the company and scope of the role, duties may require being available periodically outside of normal working hours
Company Overview Centerline Logistics is a leading provider of marine transportation services in the United States. Centerline Logistics operates on the United States West Coast (including Alaska and Hawaii), United States East Coast (including Puerto Rico), the United States Gulf Coast and the Mississippi River System. Services provided include the transportation and storage of petroleum products, tanker escort, ship assist, the transportation of general cargo and rescue towing. Centerline Logistics is the parent company of eight businesses specializing in marine services and a bulk liquids terminal business. Centerline Logistics provides accounting, administrative, human resources, safety and environmental services, and other support to the subsidiary companies.
The Company offers Medical, Dental, Vision, Life and AD&D options to our employees and their eligible dependents after meeting Company requirements. 401(k) options, Disability Insurance, sick pay, vacation pay, 10 paid holidays per calendar year (subject to work schedule) and Healthcare and/or Dependent Care FSAs are also available to our employees after meeting Company requirements. All benefits information may be subject to change based on any current or updated benefit plan year changes and/or Collective Bargaining Agreements.
We are an Equal Employment Opportunity and Drug Free Work place. Pre-employment drug testing is required.