It Service Desk Manager [Remote]

About Us:

Helix Systems is an established IT consulting firm (MSP) in Manhattan, serving businesses with up to 500 end-users globally. We are known for our commitment to efficiency, automation, and exceptional client service. Our team is growing, and we are seeking an ambitious Service Desk Manager to lead and scale our Service Desk operations while ensuring high client satisfaction.

Job Description:

As the Service Desk Manager at Helix Systems, you will be pivotal in leading and optimizing our Service Desk operations. Your responsibilities will include managing a team of skilled help desk and escalation agents, enhancing service quality, and fostering a customer-centric culture. Your IT service management expertise, leadership, and problem-solving skills will be critical in delivering outstanding support to our clients and scaling our team as we continue to grow.

Responsibilities:

• Oversee day-to-day operations of our 24/7 service operations, including incident and request management, ticket prioritization, and resolution.
• Lead and mentor a Service Desk team of 15 agents, providing guidance, coaching, and performance evaluations.
• Develop and maintain Service Desk processes, procedures, internal KBs, training, and best practices to ensure efficiency and service quality.
• Serve as the highest department escalation point and collaborate with internal teams to resolve complex technical issues and enhance service delivery.
• Monitor and analyze Service Desk metrics to identify repeat and connected issues, volume in specific requests, and general trends to identify areas for improvement.
• Build strong relationships with all help desk agents, conducting performance evaluations and offering open office hours for individual guidance and support.
• Drive continuous improvement initiatives to streamline processes, reduce incident resolution times, and boost customer satisfaction.
• Cultivate a customer-centric culture within the Service Desk team, emphasizing communication, professionalism, and empathy.
• Stay updated with industry trends, technologies, and best practices to drive innovation.

Technical Requirements:

• IT Service Management (ITSM): Proficiency in IT service management principles, including ITIL.
• Ticketing Systems: Skilled in utilizing IT Service Desk ticketing systems for workflow management
• Management Tools: Advanced knowledge of industry-standard tools (Kaseya, Addigy, Huntress, SentinelOne)
• Technical Troubleshooting: Strong problem-solving abilities for resolving complex technical issues for SaaS applications, MacOS, Windows, Windows Server, and Network Devices.
• Security Awareness: Knowledge of IT security principles and compliance.
• Documentation: Proficient in creating and maintaining technical documentation
• Monitoring and Reporting: Competence in using monitoring tools and reporting for performance tracking (BrightGauge, MSPBots, Excel, Etc.).

Qualifications:

• Bachelor's degree in Information Technology or equivalent professional experience.
• Minimum of 8 years of experience in an IT support role.
• Prior management or team lead experience isrequired.
• Exceptional communication and leadership skills.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Prior MSP experience is preferred.