Job description

IT Help Desk Manager

MUST HAVE: Experience working in a FAST paced IT environment.

We are looking for a customer service-oriented Help Desk Supervisor to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities:

• Deliver an Amazing Customer experience
• Manage a team
• Coordinate Schedules
• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure of all tickets
• Recommended procedure modifications or improvements
• Preserve and grow knowledge of help desk procedures
• Monitoring and reviewing service boards
• Assisting team members navigate client situations, including calling clients and handling ongoing communication by following up with clients or other team leaders
• Managing team capacity and schedules, including scheduling PTO, dispatch requests, and reviewing timesheets
• Leading Team meetings, communications, and regular 1:1’s
• Walking team members through challenging individual situations
• Interviewing and building the service team
• Manage the ticketing system platform

What you should be like:

• Proven leadership tendencies, knowing how to guide, encourage, build, and develop those around you
• Strong interpersonal skills and a passion for helping others- the ability to listen well, read people, build relationships, resolve conflict, collaborate on solutions, and train team members
• A high level of compassion for both the team and clients: enjoy relating with staff & clients
• A high level of social intelligence with the ability to “read your audience”
• A nimbleness and flexibility in your approach to work
• Take ownership over your own work
• Ability to collaborate, listen to others, seek differing opinions, and have open decision making
• Solid problem-solving skills- be able to take a challenge, break it down and solve it by existing or new process
• Qualifications and skills expected:
• Five plus years of progressive experience in the IT field
• Previous leadership experience
• Higher education focused in IT or technology preferred
• Excellent technical aptitude with the desire for process improvement
• Excellent written and verbal communication
• Committed professionalism; showing up on time, working hard, and committed to the success of the team

Technical Skills:

• Active Directory (Must Have)
• O365 Administration (Must Have)
• RMM Platform (Experience Necessary)
• Microsoft Teams Platform Management (Must Have)
• Zoho Desk or Similar Ticket System (Must to Have)
• VMware V-Center (Working Knowledge)
• Netwrix (Nice to Have)
• Logic Monitor (Nice to Have)

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus pay

Application Question(s):

• Please list ticketing systems you have managed throughout your career:

Experience:

• IT support: 5 years (Preferred)
• IT project management: 3 years (Preferred)

License/Certification:

• CompTIA A+ Certification (Preferred)

Work Location: Remote

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