IT Service Desk Manager

1 month ago

Grapevine, United States Buchanan Technologies Full time

IT Customer Service & Support Center Manager


Job Details:

Location: On-Site Grapevine, TX

Shift Time: 8AM-5PM Saturday/Sun, 2PM to 11PM Mon-Wed

Salary: $45,000.00 (Additional compensation possible)

Benefits: Fully benefited including health, dental, vision eligibility, 401k matching, continued education support and more.


Position Description:

The IT Support Center Manager leads and supervises the day-to-day operations of technical support service representatives. This includes providing direction & support for their daily work activity which includes not only the quantity but also the quality of their work and the services provided to the customer. The ideal candidate must possess strong interpersonal skills, a good balance of supervisory & technical experience including basic understanding of how computers and networks operate the ability to think quickly in pressure situations, and the knowledge of where to look for answers, which may not necessarily be accessible right away. Candidate will mentor and train SC team members on technical developments, customer service, and serve as a resource for handling advance trouble ticket issues that cannot be handled by the First Level staff. The candidate will also assist with call overflow as needed to ensure SLA’s are being met.


Essential Duties/Responsibilities:

  • Respond to telephone calls, email and requests for ticket routing & escalations in a fast, friendly manner and have the ability to explain technical situations
  • Act as a supplemental resource for handling escalated customer issues generated via phone or email.
  • Provides second tier support, for incident, and problem management to end users on technical support issues.
  • Prepares formal reports and presentations for monthly client meetings.
  • Produce and maintain technical documentation in support of account and agent activities.
  • Candidate should have at least 2 years’ experience supervising others.
  • Guide support analysts on technical & service issues for resolution.
  • Communicate with client contacts on a regular basis.
  • Provide training to new hires and support analysts.
  • Take calls as needed and in the event of outages or when SLA’s are in jeopardy. Any & all other duties as per assigned.


Required Skills:

  • Work in a fast-paced environment, demonstrated ability to meet deadlines and service level agreements
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.
  • Work with diverse groups and individuals to set goals, establish priorities, and solve complex problems
  • Ability to demonstrate a solid understanding of basic network components and concepts
  • Mature, self-motivated, and professional with excellent written and verbal communication skills
  • Strong problem solving/analytical abilities
  • Strong commitment to quality customer service
  • Ability to work independently as well as willing to follow direction and best practices
  • Regularly demonstrates initiative in supporting the customer outside of expected job assignments
  • Attention to detail and ability to multi-task talking to customers while performing technical computer work.
  • Ability to follow defined processes & procedures.
  • Candidates must also be able to work any shift, holidays, and weekends
  • Demonstrate ability to supervise, lead and direct employees, 2 years previous supervisor experience preferred.
  • Be highly proficient in Microsoft Office, particularly Excel & Power Point.
  • Ability to manage multiple tasks and priorities.
  • Strong analytic & problem-solving skills


Experience/Education:

  • One to Two years previous supervisory experience, preferably in a call center or technical support center environment.
  • Two or Four-year degree in IT-related field, or equivalent experience in a Technical Support/Help Desk environment is a plus.


Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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