Experienced Help Desk Manager

Job Title: Experienced Help Desk Manager

Location: Fresno, California

This is a full time, in office position.

Company: McMillan IT Engineering, a leading Managed Services IT company specializing in high-end network engineering, client infrastructure support, Help Desk services, and IT outsourcing solutions. We have a 30+ year track record of excellence in the Central Valley and we are looking to expand our team.

Overview: We are seeking an experienced Help Desk Manager to lead our team of dedicated Help Desk technicians. The ideal candidate will possess strong leadership skills, excellent technical knowledge, and a passion for providing exceptional customer service. This role will involve overseeing day-to-day operations of the Help Desk, ensuring proper ticket management, mentoring team members, and collaborating with upper management to drive departmental improvements.

Key Responsibilities:

1. Proper Ticket Etiquette and Priority:

• Establish and enforce best practices for handling support tickets, including professional communication, timely responses, and thorough issue resolution.

Monitor ticket queues to ensure tickets are assigned, prioritized, and resolved efficiently.

Provide guidance and support to Help Desk technicians in maintaining high standards of customer service.

• Develop and maintain a system for prioritizing support tickets based on urgency and impact on business operations.

Work closely with team members to triage incoming tickets and allocate resources effectively to meet service level agreements (SLAs).

1. Time Management:

• Optimize scheduling and resource allocation to ensure timely resolution of support issues.

Identify and address any inefficiencies or bottlenecks in the Help Desk workflow to improve overall productivity.

1. Mentoring Help Desk Technicians:

• Provide ongoing training, coaching, and mentorship to Help Desk technicians to enhance their technical skills and customer service abilities.

Foster a collaborative and supportive team environment where knowledge sharing and continuous learning are encouraged.

1. New Hire Onboarding:

• Develop and implement a comprehensive onboarding program for new Help Desk technicians.

Provide hands-on training and guidance to ensure new hires are equipped with the necessary knowledge and skills to succeed in their roles.

1. Department Process Documentation and Improvement:

• Document standard operating procedures (SOPs) for Help Desk processes and workflows.

Regularly review and update documentation to reflect changes in technology or best practices.

Identify opportunities for process improvements and implement solutions to streamline Help Desk operations.

1. Regular Department Meetings:

• Organize and lead regular team meetings to discuss performance metrics, challenges, and opportunities for improvement.

Foster open communication and collaboration among team members to address issues and drive collective success.

1. Communication with Upper Management:

• Provide regular updates to upper management on Help Desk performance, including key metrics, trends, and areas for improvement.

Collaborate with management to align Help Desk goals and initiatives with the company's overall objectives.

Qualifications:

• Extensive experience in technical support or IT Help Desk management.

Strong technical knowledge of IT systems, networks, and software applications.

Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.

Proven leadership abilities, with experience mentoring and developing team members.

Familiarity with Help Desk ticketing systems and IT service management (ITSM) best practices.

• ConnectWise
• Microsoft Windows desktop support, remote desktop applications
• Microsoft Server
• Microsoft Office products
• Troubleshooting network workstation and application issues
• Active Directory
• Back Up solutions
• Apple products
• Mobile device support

Benefits:

• Competitive salary and benefits package including 401k.

Opportunities for professional development and career advancement.

Collaborative and dynamic work environment.

Chance to work with cutting-edge technology and industry-leading clients.

McMillan IT Engineering is an equal opportunity employer and welcomes applications from individuals of all backgrounds and experiences. We are committed to fostering an inclusive and diverse workplace where everyone feels valued and respected.