It Help Desk Manager

Short Description:

Are you an experienced Help Desk Manager ready to take on your next challenge? Do you want to live and work within walking distance of white sand beaches and beautiful emerald green waters? Are you looking for a challenging, impactful and meaningful opportunity to join a rapidly growing company with great benefits? If so, then Titan Technologies has the opportunity for you located in Destin, FL.

Why Titan?

• Your Professional Growth – challenging work AND we’ll sponsor your certifications to keep your skills current
• Great location – Live in paradise! Beautiful, white powder beaches, golf, endless outdoor activities, shopping to enjoy during your off hours (Not local? Relocation assistance available).
• Have Impact - lead a highly visible, technical Help Desk team who support external customers in our community along with Titan’s internal business operations … and be a part of a growing company
• Total Rewards – competitive pay, comprehensive benefits and recognition programs

Sound intriguing? Read on to see if this role could be for you!

Job Summary:

This is an immediate opening in Destin, FL for an experienced Help Desk Manager. You have experience managing a team and at least five years working in an IT Help Desk environment. Additionally, you’re comfortable and have experience interacting with clients, customers, and agents in order to resolve technical issues. In this role, you will be responsible for overseeing the day-to-day operations of our Help Desk teams that handle Tier 1 and Tier 2 incidents.

The ideal candidate will have experience leading others, supporting management in executing important projects, and driving sustainable performance improvements for IT Services projects. You are competent in customer and employee experience, Help Desk solutions (people, process, technology), directing and supporting others, as well as motivating, inspiring, and training the workforce.

Preferred qualifications include a bachelor’s degree in Information Technology, Computer Science or a related field. Preferred certifications include CompTIA A+, HDI Support Center Manager, MCP and ITIL v3/4 Foundations.

Your Responsibilities:

• Supervise Tier 1 and Tier 2 Help Desk operations
• Monitor, coach, motivate and support staff; provide leadership and 1:1 direction while maintaining team morale
• Provide technical assistance and solutions to customer escalations and serve as the point of contact to end-users and service owners
• Ensure staff performance, quality, productivity, and attendance standards are met
• Practices real-time workforce management to ensure staff schedule adherence and continuous SLA achievement.
• Remain up to date on any new developments to the projects, communicates those changes to the staff, and ensures comprehension and compliance.
• Develop recommendations that will enhance service delivery, operating procedures, and standards.
• Assist Program Manager and collaborate with management on important projects and day to day operations

Company Description:

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service Disabled Veteran Owned Business.

Job Type: Full-time

Pay: $70,000.00 - $115,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Relocation assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Compensation package:

• Yearly pay

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• managerial: 3 years (Required)
• IT Help Desk: 5 years (Required)

License/Certification:

• HDI Certification (Preferred)
• CompTIA A+ (Preferred)

Ability to Commute:

• Destin, FL (Required)

Ability to Relocate:

• Destin, FL: Relocate before starting work (Required)

Work Location: In person