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Information Technology Help Desk Manager
1 month ago
Job Title: IT Help Desk Manager
About Shape:
Shape is a forward-thinking company committed to providing exceptional IT support and innovative solutions. We are dedicated to fostering a collaborative and dynamic work environment where employees can thrive and grow.
Job Summary:
The IT Help Desk Manager at Shape is a vital role, ensuring top-notch technical support and customer service for our employees, clients, and partners. You will lead a team of up to 20 employees across multiple client sites, driving client satisfaction through strategic leadership and exceptional service. Reporting to the Client Relations Director or Vice President of Client Relations, you will be responsible for day-to-day client operations, setting and achieving targets, and ensuring operational excellence.
Why Join Us?
- Innovative Environment: Be at the forefront of technology and help shape the future of IT support.
- Growth Opportunities: We invest in your professional development and career growth.
- Collaborative Culture: Work with a diverse team that values your input and expertise.
- Competitive Compensation: Enjoy a competitive salary and comprehensive benefits package.
Key Responsibilities:
- Client Relationship Management: Build and maintain strong client relationships, ensuring their needs are met with customized solutions.
- Technical Support: Oversee IT help desk metrics, enforce standards, and provide technical guidance to your team.
- Operational Leadership: Lead and develop a high-performing team, manage daily operations, and ensure compliance with service level agreements.
- Client Satisfaction: Conduct satisfaction surveys, resolve issues proactively, and maintain high customer satisfaction levels.
- Innovation and Improvement: Introduce best practices, innovative services, and cost-saving initiatives to enhance client value.
- Compliance and Training: Ensure compliance with contract terms and champion DEI initiatives within the organization.
Qualifications:
- Education: Bachelor’s degree required; graduate degree preferred.
- Experience: 3+ years in IT Help Desk Management, preferably in a high-performance service environment.
- Leadership: Proven ability to manage client relationships and lead a team.
- Technical Skills: Strong technical acumen, preferably in the legal industry, with experience in Windows desktop/laptop support, software installations, and troubleshooting.
- Soft Skills: Excellent communication, problem-solving, and customer service skills.
Physical Requirements:
- Ability to perform tasks involving standing, sitting, bending, and fine finger movements.
- Occasional overnight travel required.
Join Shape and be a part of a team that values innovation, client satisfaction, and professional growth. Apply today to shape the future with us
