Help Desk Manager

Job Type
Full-time
Description
We are looking for a Help Desk Manager to lead our technical support team. The ideal candidate will have a strong technical background, excellent communication skills, and experience in customer service. As a Help Desk Manager, you will be responsible for managing and evaluating the performance of the Help Desk team, ensuring timely and accurate customer service, training representatives, and establishing customer service standards. You will also contribute to improving customer support and provide feedback to internal teams.
Job Responsibilities:

• Manage the Help Desk team and evaluate performance
• Triage Help Desk tickets to appropriate team member
• Managing the on-call schedule for the IT team
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train, and support Help Desk representatives and technicians
• Establish customer service standards
• Contribute to improving customer support
• Provide feedback to internal team

Supervisory Responsibilities:
All IT technicians will report to this position.
Work Environment
This job operates in an office environment.
Physical Demands
The employee will regularly be standing, walking, lifting, bending,
Requirements
Qualifications needed to perform this position:

• Bachelor's degree in Computer Science or related field
• 5+ years of experience in technical support
• 3+ years of experience in a leadership role
• Strong technical background
• Excellent communication skills
• Problem-solving skills

Position Type/Expected Hours of Work
This is a full-time position, set scheduled working either AM or PM based on the needs of the business.