Help Desk Manager

ABOUT THE COMPANY

Acumen, LLC. is one of the nation's leading fiscal agents offering a portfolio of innovative financial management services backed by superior customer service. Our passion is to help people lead independent lives through exceptional participant-directed programs. Acumen is a great place to work. Our employees make a positive difference in our clients lives by what they do. Among many benefits to working here, we offer medical, dental and vision coverage, generous paid time off, and incentive bonuses to those who qualify.

OVERVIEW AND ESSENTIAL JOB FUNCTIONS

Help Desk Manager responsibilities include: Managing the Help Desk team and evaluate performance, oversee the timely delivery of quality technical support service to clients on a daily basis, recruiting, training and supporting Help Desk representatives and technicians. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills.

• Manage a team of Help Desk support specialists
• Support a large customer base of 500+ full time/part-time employees both on location and remote
• Responsible for the deployment and maintenance of all workstations, peripherals, ISP, telephone and AV systems
• Create and maintain Help Desk business process documentation
• Manage desktop hardware procurement
• Participate in IT-related projects
• Act as an escalation point for tickets
• 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 the Help Desk teams productivity
• Provide customer feedback to the appropriate internal teams
• Performs other job-related duties as requested
• Travel based on company need is a requirement. Travel up to 25% of the time during certain periods may be necessary
• ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly. In addition to the cybersecurity requirements of all positions at Acumen, the System Administrators and Infrastructure Manager will support the secure design, development, security installation/configuration, and remediation of computer hardware, software, systems, networks, printers, scanners, and cloud properties. Additionally, these positions will support the proper conduct of incidents, responses and investigations.

MINIMUM QUALIFICATIONS

• 5- 10 years experience Help Desk operations
• 3 - 5 years experience Help Desk operations management
• Bachelors degree in a related field
• Ability to communicate effectively and coordinate multiple duties simultaneously
• Solid technical background combined with customer service experience
• A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position
• Excellent written and verbal communications skills
• Team management skills

Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If you require reasonable accommodation for any part of the application process or hiring process, please submit your request through one of the following methods listed below:
(a) Dedicated fax 866-268-8885
(b) Dedicated email hrdept@riseservicesinc.org DISABILITY ACCOMMODATION REQUESTS ONLY
(c) US mail - 4554 E Inverness Ave Mesa, AZ 85206- Attn Human Resources
(d) Dedicated phone 1-866-242-2714 Option 1 (Employment Opportunities) DISABILITY ACCOMMODATION REQUESTS ONLY