Service Desk Manager - Remote

Overview

The Service Desk Manager leads and oversees daily service desk operations, ensuring high-quality technical support and exceptional customer service for end users.

In Short

• Manage a multi-tiered helpdesk team and service desk operations.
• Ensure high-quality technical support and customer service.
• Foster a collaborative, high-performing team environment.
• Drive continuous improvement through training and documentation.
• Monitor service desk performance and analyze trends.
• Work cross-functionally with internal departments and clients.
• Establish and maintain effective communication networks.
• Participate in disaster recovery documentation and implementation.
• Manage helpdesk scheduling and staff evaluations.
• Available 24x7 for all Service Desk on-call staff.

Requirements

• Minimum of five years of related Service Desk experience.
• Two years of Service Desk supervision and training experience.
• Strong focus on end-user service and satisfaction.
• Effective written and oral communication skills.
• Strong knowledge of technology supported by the company.
• Effective leadership and team building skills.
• Strong understanding of business impact of technology.
• Travel to client locations may be required.
• Strong understanding of HIPAA regulations.

Benefits

• Medical, Dental, and Vision Insurance.
• 401k with match.
• Company-paid Long-Term and Short-Term Disability.
• Generous PTO, accruing 20 days in the first year.
• Technology stipend and company-provided laptop.
• Pet insurance and Employee Assistance Program.
• Certification and Training Programs.
• Fun remote and in-person events.
• Mileage reimbursement and casual dress.
• 6 paid holidays and Unsick Day.