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SalaryMSTI is seeking seeking a highly skilled and dedicated Help Desk Manager to lead our dynamic team in delivering exceptional IT support services. In this position, you will be responsible for supervising and managing a team of talented professionals, driving them to deliver outstanding customer support for IT-related issues. Your keen analytical skills will be essential as you collect and analyze data from daily interactions with the Help Desk team, allowing you to identify trends, address problems, and track the progress of trouble tickets.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Supervise and lead a team of Help Desk specialists in providing exceptional customer support for IT-related issues.
- Collect and analyze data from daily calls, emails, and telephonic interactions with the Help Desk specialists
- Conduct daily analysis of service desk tickets, including tracking the number of tickets received, closed, and open or escalated.
- Ensure compliance with IT Service Desk policies and procedures
- Utilize problem management solutions to minimize IT support issues and improve the support environment.
- Maintain daily and weekly progress reports of trouble tickets.
- Prepare reports using Microsoft Word or PowerPoint documents
QUALIFICATIONS
- A Bachelors Degree (BA/BS) in Information Technology or related field.
- 3-5 years of managerial experience managing a team of Help Desk specialists
- Exceptional communication skills, both verbal and written, to interact with customers, team members, and management
- Knowledge of IT Service Desk best practices and industry standards.
- Expertise in applying customer service and support principles, training methods, and problem resolution.
- Knowledge of business operations within a service desk environment and related systems.
- Ability to multitask and assist multiple customers simultaneously via chat, telephone, or email.
- Ability to prioritize and manage multiple tasks while maintaining attention to detail.
- Must hold U.S. Citizenship or Permanent Resident Status
DESIRED QUALIFICATIONS
- Previous experience supporting the Internal Revenue Service
- ITIL v4 Foundation Certification
- Helpdesk Institute Support Technician or Support Center Analyst (HDISCA) certification
- Experience with the ServiceNow & eGain support platforms.
Management Support Technology, Inc. is an Equal Opportunity Employer./Disabled/Veterans
