Company Overview

Riverstone Logistics (RLX) is committed to being an honest, reliable, dependable freight forwarding partner.

RLX provides final mile deliveries through dedicated and network models for various clients across the United States. We love working with new clients that are looking to enhance their customer experience through final mile deliveries.

Headquartered in Charlotte, North Carolina, RLX currently has over 300 employees and is always looking for new employees that demonstrate leadership capabilities and exceptional communication skills to grow with us at our home office as well as client sites across the United States.

Position Summary

The IT Help Desk Manager is responsible and accountable for the smooth running of our computer systems within the limits of requirements, specifications, costs, and timelines. This position will supervise the staff and process for implementation and maintenance of the Company’s computing needs. This position requires improved skills, a proven professional experience, and a detailed knowledge of industry’s best practice processes.They will lead a team of IT professionals and work closely with other departments to ensure that our technological needs are met efficiently and effectively. Additionally, the IT Manager will have a hands-on role in resolving technical issues and providing support to end-users. Other Duties as assigned.

• Essential Duties and Responsibilities

  The essential functions include, but are not limited to the following:

  • Manage information technology, computer systems and helpdesk
  • Plan, organize, control, and evaluate IT and electronic data operations
  • Manage up to 4 direct reports including the time punctuality, performance, deadlines, PTO approvals, and disciplinary action along with day-to-day coaching
  • Interviewing, selecting, and training employees
  • Design, develop, implement, and coordinate systems, policies, and procedures
  • Ensure security of data, network access and backup systems
  • Act in alignment with user needs and system functionality to contribute to organizational policy
  • Identify problematic areas and implement strategic solutions in time
  • Audit systems and assess their outcomes
  • Preserve assets, information security and control structures
  • Handle annual budget and ensure cost effectiveness
  • Manage and lead the Helpdesk team, including scheduling, training, and performance evaluations.
  • Monitor Helpdesk activity and ensure that service level agreements are met.
  • Ensure that all Helpdesk tickets are resolved in a timely and professional manner.
  • Develop and implement Helpdesk policies and procedures to ensure efficient and effective operation of the team.
  • Work closely with other departments to understand their technical support needs and provide excellent customer service.
  • Maintain a high level of technical knowledge and stay up-to-date with new technologies.
  • Provide escalation support to the Helpdesk team as needed.
  • Develop and maintain Helpdesk metrics and reports to measure team performance and customer satisfaction.
  • Participate in IT projects and initiatives as needed.
  • Troubleshoot technical issues and provide hands-on support to end-users.
  • Provide technical support and guidance to staff on IT-related issues.
  • Peforming other duties as assigned
  
  

  Minimum Qualifications (Knowledge, Skills, and Abilities)

  • BS in Computer Science, MIS or similar field required
  • Proven working experience as an IT Manager Helpdesk Manager or relevant experience
  • Excellent knowledge of technical management, information analysis and of computer hardware/software systems
  • Expertise in data center management and data governance
  • Hands-on experience with computer networks, network administration and network installation
  • Ability to manage personnel and service desk
  • Strong leadership and management skills with a positive attitude towards helping others.
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment and manage multiple projects simultaneously.
  • Experience with IT service management software, such as ServiceNow or JIRA.
  • Ability to analyze and report on Helpdesk metrics and KPIs.
  • Familiarity with IT security best practices.
  
  

Riverstone Logistics is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Riverstone Logistics also complies with the Immigration Reform & Control Act and E-Verify, so we ask that you bring the appropriate documents to confirm your authorization to work in the United States with you upon request.