Help Desk Manager

Infranet Technologies Group is looking for an outstanding Help Desk Manager to join our team. You will be responsible for leading our technical support team of technicians as they provide excellent customer service and resolve technical issues. Infranet is a growing regional IT Managed Service and Solutions Provider.

The successful applicant will have a sound technical background and customer service experience, along with an ability to motivate a team to achieve specific goals and a proactive mindset. Once you join our team, you will guide technicians in the performance of their duties and their professional development. You will also improve upon existing processes and procedures to ensure your team delivers high quality, efficient technical support to our customers.

Major Duties and Responsibilities

• Manage and evaluate the performance of members of the Help Desk team
• Manage and evaluate the performance of the Help Desk as a unit
• Ensure customer service is timely and accurate
• Recruit, train, and support Help Desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly, and monthly reports on Help Desk Team’s performance
• Provide customer feedback to the appropriate internal teams, including sales, accounting, and project management

Position Requirements

• BS degree or equivalent work experience (Required)
• 2+ years working experience in desktop support (Required)
• 2+ years working experience in a leadership role (Required)
• ITIL Foundation certification (Preferred)
• CompTIA A+, Network+, Security+, or Microsoft MTA (Preferred)

Knowledge, Skills, and Abilities

• Proven work experience as a Help Desk manager
• Hands on experience with Help Desk and remote control software
• Experience using automation tools for force-multiplication
• Experience developing and implementing Standard Operating Procedures in a multi-client environment
• Sound technical background with an ability to give instructions
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills
• Strong analytic and problem-solving abilities (Required)
• Structured thinking and interest in numbers and data structures (Required)
• High level of self-motivation and a willingness to take responsibility (Required)

Personal skills

• Effective interpersonal and relationship-building skills (Required)
• Demonstrated high degree of professionalism, responsibility, and dependability (Required)
• Works well in a team-oriented, collaborative environment on complex projects (Required)
• Ability to complete individual project tasks independently (Required)
• Ability to prioritize tasks (Required)
• Excellent written and verbal communication skills, including presentation skills (Required)