Help Desk Manager

Heritage Distribution Holdings is seeking a qualified Help Desk Manager to join our growing team. The Help Desk Manager will be responsible for overseeing all Help Desk related activities for our HVAC Distributors. This individual will be responsible for managing a team of Help Desk technicians and ensuring that all tickets are resolved in a timely and efficient manner. We are looking for someone passionate about customer service and solving issues for users with a servant’s heart.

RESPONSIBILITIES:

• Manage and oversee the Help Desk team across all HVAC Distributors.
• Provide technical support and assistance to end-users for all hardware and software-related issues.
• Work with the IT team to maintain and improve Help Desk procedures and documentation.
• Ensure that all tickets are resolved within established SLAs and provide regular reports to senior management on Help Desk performance.
• Monitor Help Desk metrics and identify areas for improvement.
• Train and mentor Help Desk technicians to ensure that they are equipped to handle all types of technical issues.
• Develop and maintain relationships with key stakeholders across the organization.
• Develop and maintain a data/metric-based approach for tracking issue resolution.
• Work with IT teams to develop business requirements, process documents, training materials, strategy and systems.
• Keep up-to-date with the latest trends and technologies in the Help Desk field.

KEY QUALIFICATIONS AND SKILLS:

• Bachelor's degree in Computer Science or related field preferred.
• 5+ years of experience in a Help Desk or IT support role required.
• 2+ years of experience in a supervisory or management role preferred.
• Experience in the HVAC industry is a plus.
• Provide on-call support on a rotational basis and work occasional evenings and weekends.
• Eclipse ERP support experience preferred.
• Strong technical skills and experience with desktop support, network troubleshooting, and software installations.
• Strong customer service skills.
• Knowledge of Microsoft Windows, Dell PC’s and industrial printer support a plus.
• Strong Office365 support skills.
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Knowledge of ITIL and other IT service management frameworks is a plus.
• Demonstrates sense of urgency to resolve technical support issues in timely fashion.
• Strong prioritization skills to ensure timely and effective issue resolution.

Join our team as a Help Desk Manager and be instrumental in shaping the technical support processes we use across our businesses. You will have the opportunity to leverage your customer service skills to resolve technical issues for employees. We are looking for a motivated and skilled professional to lead our Help Desk team and contribute to the success of our organization.