Help Desk Manager

2 months ago


Schaumburg, United States Solution Partners, Inc. Full time

We are seeking an experienced Help Desk Manager to oversee our client's Help Desk team and ensure excellent end-user support. The successful candidate will have a strong technical background, excellent communication skills, and the ability to manage a team effectively. The Help Desk Manager will be responsible for monitoring support requests, managing the Help Desk, staffing, billing, reviews, and serving as the Autotask Administrator.


Responsibilities:


Monitor Support Requests:

  • Assign support tickets to Engineers as appropriate
  • Communicate with customers via email and/or phone calls to clarify issues and requirements
  • Escalate complicated support issues to Sr. Management and team members as needed

Manage Help Desk:

  • Develop and maintain formal procedures for consistency and increased productivity
  • Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
  • Communicate Key Performance Indicators to Engineers and manage to them

Staffing:

  • Build a qualified Engineering team through sound hiring and training techniques
  • Coach and motivate Engineering team members
  • Develop plans to keep staff's knowledge of technology aligned with company strategy

Billing:

  • Provide billing detail reports to Accounting for monthly IT Services billing and MAC billing
  • Assemble and forward project billing to Accounting as projects are closed

Reviews:

  • Plan and conduct performance appraisals of technical staff on an annual basis
  • Administer disciplinary actions, raises, and promotions as necessary

Autotask Administrator:

  • Manage system users and their access
  • Continuously educate self on Autotask software and functionality


Job Requirements:

  • Education/Experience:
  • Previous Help Desk and staff management experience
  • Broad level of IT Services knowledge


Skills:

  • Strong technical background
  • Autotask
  • Excellent communication skills
  • Ability to manage and build a team effectively


Special Requirements:

  • May require on-call duty and occasional travel (10-15%)


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