The number one goal of everyone in our team is to make our Clients exceptionally happy. The Help Desk Manager plays an important role in making sure that happens.
The Help Desk Manager manages support requests for the Service Delivery Team. They help ensure tickets are responded to in a timely manner and manage the help desk team which includes the field technicians.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
Work with Office Administrator to dispatch tickets and schedule on-site visits
Delight our Clients with a Friendly, Quick and Helpful Experience
Speak with Clients to resolve concerns
USE OF OUR TICKETING SYSTEM
Use our Ticketing System to assign Service Requests and ensure timely resolution
Managing and recording all work though our Ticketing System
Make sure that Client Documentation is well maintained
Split tickets that have several issues into their own individual ticket
Make sure that tickets aren’t “stale” throughout the process
COMMUNICATION, REPORTING & RISK
Create and maintain documentation to improve service processes
Report updates and service team needs to management
TEAM WORK
Meet with service team to ensure continued success
Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change
Contribute to the process of innovative change effectively
Undertake other duties as required by management
SKILLS AND ATTRIBUTES
DESIRED
A love of (and ability to) Solve Problems & Challenges
Great Communications skills, founded in being a good listener
Understanding of support tools, techniques and how technology is used to provide services
Understanding of operating systems, business applications, printing systems and network systems
Diagnosis skills of technical issues related of end-user hardware & software and network devices
Experience and knowledge of working with the Microsoft 365 Platform
Experience working with vendors for expedited troubleshooting of hardware and software systems
Must be able to type quickly and accurately while talking on the phone
A deep desire to deliver an amazing Client Experience
Advanced knowledge of IT Applications, Software & Hardware
The ability to speak both Geek and human
Great Communications skills, founded in being a good listener
The ability to keep up with & adapt to the fast-paced IT world
Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Experience managing a team
NICE TO HAVE
Experience using a Ticketing system / RMM Tool and PSA software
Experience providing support via remote tools
Experience handling Technical Service Tickets
Professional IT Certifications such as Microsoft MCP, etc.
Client Experience Certifications such as Helpdesk Habits etc.
PERKS
We offer Health / Dental and Vision coverage
An easy-going environment and culture (we all enjoy what we do)
The flexibility to work from home (we run a Hybrid office)
Subscription to Cybrary.it
A Company Laptop
A Proactive Approach to Ongoing Training to help you develop life-long skills
401K
Salary: $75k
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