IT Help Desk Manager

About the role

The IT Help Desk Manager oversees the day-to-day operations of the help desk, ensuring efficient support for all users across the organization. This includes managing tickets, providing technical assistance, and maintaining high levels of customer satisfaction.

Responsibilities

• Oversee the help desk team and ensure timely resolution of user issues.
• Manage and escalate complex issues to senior IT staff as necessary.
• Develop and maintain strong relationships with end-users to understand their needs and improve service delivery.
• Collaborate with other departments to ensure seamless IT support and problem resolution.
• Train and mentor junior IT staff to enhance overall team performance.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum 5 years of experience in IT support or management roles.
• Proven ability to manage multiple tasks and prioritize effectively.
• Strong interpersonal and communication skills, both written and verbal.
• Experience with ticketing systems and customer relationship management tools.
• Proficient in Microsoft Office Suite and basic knowledge of network infrastructure.

Qualifications

• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Highly organized with excellent attention to detail.
• Flexible schedule to accommodate peak hours and special projects.

Skills

• Technical proficiency in common IT software and hardware.
• Knowledge of ITIL best practices and service management principles.
• Experience with cloud-based services and virtualization technologies.
• Strong leadership and motivational skills.

Benefits

• Competitive salary package.
• Incentive bonuses based on performance.
• Vacation and sick leave benefits.
• Paid time off for holidays and personal days.
• Professional development opportunities.

Pay

Salary range: $60,000 - $70,000 annually.

Schedule

Full-time position, Monday through Friday, 8:00 AM - 5:00 PM.

Resources

To learn more about the company and its culture, visit our resources page.