Help Desk Manager

Department: Help Desk. Location: Remote.

About the role

The primary role of the Help Desk Manager is to lead a help desk team, overseeing customer services and ensuring the timely response and resolution of technical issues and requests. The help desk team includes field services technicians and technical support analysts. A key aspect of their role involves maintaining a problem-solving attitude to ensure high-quality technical support. They focus on enhancing client satisfaction by efficiently resolving technical issues, timely ticket response and rapid call handling.

Responsibilities

• Supervise and manage the help desk team who delivers the end user technical support, including hiring, training, and performance monitoring.
• Ensure that technical issues are resolved in a timely and effective manner to meet SLAs and deliver best-in-class operations.
• Monitor help desk performance metrics and customer feedback.
• Develop and implement policies and procedures for the help desk team.
• Work with other departments to identify and implement technical solutions to customer needs.
• Analyze call center data and prepare reports for upper management.
• Evaluate staff effectiveness and performance annually or on an ad hoc basis.
• Prepare work schedules to ensure sufficient coverage, such as holiday coverages.
• Stay up-to-date with the latest trends and technologies in the help desk field.
• Available off hours as necessary.
• Onsite work at nearby office may be required.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, related field, or equivalent job experience.
• 3-5 years in managing a help desk or IT support team.
• Relevant industry certifications, such as ITIL.
• Ability to effectively and efficiently organize time and resources to complete work accurately, thoroughly, and on time, detailing deliverables and tasks accordingly.
• Aptitude to analyze and adjust work processes or methods to accommodate changes in work requirement.
• Ability to provide leadership, direction and coaching to others to enable achievement of objectives empowering them to undertake tasks whilst maintaining accountability.
• Ability to communicate and exercise appropriate influence with senior stakeholders of the client, including the ability to explain technical issues in an accessible manner.
• Experience working for an MSP or MSSP preferred.

Benefits

• Insurance Coverage: Health, Dental, Vision, Life/AD&D, Short-Term Disability, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
• Paid Time Off (Vacation, Holidays, Birthday)
• 401k Retirement Plan with Company Match
• Paid Parental Leave
• Flexible Spending Account, Health Savings Account
• Peer-to-Peer Recognition
• Learning and Development
• Pet Insurance
• Fun On and Off-Site Events
• Referral Bonus Program
• Employee Assistance Program

Pay

$104,600 - $131,800 / year

Schedule

Monday - Friday, 8:00 AM - 5:00 PM (ET)