Help Desk Manager

• Strong experience with KPIs, SLAs, and ITIL.
• Hands-on technical skills with experience in service management and technical support.
• Proficiency with IT Service Management systems.
• Excellent communication and customer service skills.
• Ability to analyze data and drive continuous improvement.
• Experience with Microsoft Dynamics CRM and Office365 environment preferred.
• HDI or ITIL certification is a plus.

Responsibilities:

• Manage and supervise the service desk team, ensuring efficient handling of customer incidents and requests.
• Implement and maintain a tier-support system and ticket delegation process.
• Oversee the documentation of system and application changes.
• Continuously evaluate and improve the service desk ticket management lifecycle.
• Ensure prompt answering and logging of all calls during business hours.
• Manage the service desk platform and incident management module.
• Provide tier 2 and 3 support to customers as needed.
• Schedule resources for on-site and off-site technical support.
• Collaborate with staff to ensure smooth functioning of systems and applications.

Qualifications:

• Associate degree in computer science or information technology management preferred.
• Three or more years' experience in service management and technical support in a helpdesk environment.
• Strong customer service skills with the ability to communicate effectively.
• Proficiency in Windows-based PC troubleshooting.
• Excellent written and verbal communication skills.
• Knowledge of MS Office applications, Zoom, and basic database skills.
• Experience with IT Service Management systems.
• HDI or ITIL certification is a plus.
• Flexibility to work off-shift hours, including nights and weekends.

Please note that only qualified candidates will be contacted for further consideration. Thank you for your interest in joining our team as a Help Desk Analyst.

Job Type: Full-time

Salary: Up to $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation package:

• 1099 contract
• Bonus opportunities
• Employee stock purchase plan
• Hourly pay
• Signing bonus

Experience level:

• 5 years

Schedule:

• Monday to Friday

Application Question(s):

• How many years of experience do you have providing customer service in a technical support role?
• Can you please elaborate on your experience with Windows-based PC troubleshooting?
• How proficient are you with MS Office applications (Outlook, Word, Excel, PowerPoint, Teams) and Zoom?
• Have you previously managed or supervised a service desk team? If so, please provide details.
• Could you describe your experience with incident management analysis and service desk ticket management?

Work Location: On the road