Helpdesk Manager

Position

Are you someone who knows your way around managing IT projects, has a high attention to detail, organizational skills, and can provide outstanding customer service? Come Join POA's dynamic and growing IT team!

Responsibilities

• Maintain and respond quickly to requests received through the IT helpdesk.
• Manage the operation and organization of the Helpdesk.
• Conduct performance evaluations to monitor delivered results from the Helpdesk.
• Attend team meetings with technical staff.
• Mentor, coach, and develop team members.
• Document internal procedures.
• Ask educated questions and listen to customers to determine root cause of issues.
• Become a technical escalation for IT team members.
• Train incoming staff.
• Report significant and recurring issues to the tier-1-2-3 support team.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting.
• Advise team members on appropriate actions.
• Follow standard help desk procedures.
• Follow up with customers and users to ensure complete resolution of issues.
• Redirect problems to correct resource.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Evaluate and review the overall performance of the Helpdesk thru KPI’s.
• Develop, evaluate, and implement KPI’s.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Develop a positive working environment.
• Provide great customer experience.
• Ensure customer services is timely and accurate daily.
• Communicate, work, and collaborate with different stakeholders (Technicians, Customers, Technical Account Managers, and Sales Representatives).

Qualifications

• Strong IT technical service, management, and support abilities.
• Solid hands-on technical experience.

Skills

• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks simultaneously.
• Attention to detail and problem-solving skills.
• Customer service orientation.

Benefits

• Advancement and growth into leadership roles.
• Team-player environment.
• Medical/Dental/Vision/Life insurance plans.
• Matched 401k.
• PTO, Vacation, Sick Leave.
• HSA program.

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.