Help Desk Manager - Remote

Overview

We are seeking a highly organized and customer-focused Help Desk Manager to lead and oversee our IT support team. The Help Desk Manager will be responsible for ensuring efficient and effective resolution of technical issues for end-users, managing support requests, and improving the overall IT service experience. The ideal candidate will possess strong leadership skills, in-depth technical knowledge, and a commitment to providing excellent customer service.

In Short

• Manage Help Desk Team: Lead a team of IT support professionals, providing guidance, training, and performance management.
• Prioritize Support Requests: Oversee the intake and prioritization of help desk tickets.
• Monitor Performance: Track key performance metrics (KPIs) such as ticket resolution times.
• Implement Best Practices: Develop and implement help desk processes and policies.
• Escalate Issues: Handle escalations of complex technical issues.
• Customer Service Excellence: Foster a culture of excellent customer service.
• Resource Management: Allocate resources effectively, including scheduling shifts.
• Technology and Tools: Oversee the deployment and management of help desk tools.
• Training and Development: Provide ongoing training and development opportunities.
• Reporting: Prepare and deliver regular reports on help desk performance.

Requirements

• Proven experience as a Help Desk Manager or in a similar IT support leadership role.
• Strong technical knowledge of computer systems, networks, and related hardware/software.
• Exceptional customer service and communication skills.
• Experience with help desk software and ticketing systems.
• Strong problem-solving abilities and the ability to handle high-pressure situations.
• Ability to lead, mentor, and develop a team of IT professionals.

Benefits

• Medical Insurance: Coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment.
• Vision and Prescription: Coverage begins for the employee on the first of the month following the first full 30 days of full-time employment.
• Dental Coverage: Coverage begins for the employee on the first of the month following the first full 30 days of full-time employment.