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Help Desk Manager

4 months ago

Irving, United States Moxie Pest Control Full time
Job DescriptionJob Description

Play Your Part In Our Team Succeeding


We are seeking a dynamic and results-driven IT Help Desk Manager to ensure the seamless operation of our technical support services at Moxie. In this role, you will lead a team of dedicated IT professionals responsible for delivering exceptional user support and maintaining the integrity of our technology infrastructure. Your leadership will be vital in meeting and surpassing service level agreements, fostering innovation, and driving efficiency across the organization.


Be prepared to learn new skills each day, tackle emerging technologies and solve challenges. If working in a dynamic environment supporting a variety of systems and expanding your skill set are all things that you find exciting--this could be a great fit

Key Responsibilities & Duties

  • Assist technicians with technical or customer needs.

  • Follow-up as first Point of Contact for negative ticket survey response.

  • Monitor all active Help Desk tickets to ensure quality.

  • Watch Service Level Agreement for all technicians to ensure an 80% success rate

  • Move/escalate tickets to meet service level agreements.

  • Maintain an accurate inventory of company equipment ensuring all technology is accounted for and tracked

  • Create training and documentation for all current systems and processes while ensuring it is always up to date

  • Build team cohesion and best-in class customer support culture and foster a positive and energetic high-performing team coaching.

  • Plans, directs, and coordinates the efforts of assigned staff members toward attainment of goals and objectives.

  • Identifies developmental and growth opportunities for staff members so that a leadership bench of people will be ready to assist Moxie with future needs as we grow.

  • Provides coaching, communication, feedback and completes formal performance review for each assigned staff member.

  • Participates in the selection process for new employees to ensure adequate staffing.

  • Maintain sprint/huddle structure and ensure new help desk/IT projects are executed following current best practices.

  • Provide motivation, training, and technical support to team members with varying levels of IT knowledge

  • Implements and sustains process improvement.

  • Any other tasks as needed

REQUIREMENTS

  • Bachelor’s degree in Computer Science, Information Technology, Computer Engineering or another closely related field.

  • Proven experience of 2 years in a supervisory or managerial role within an IT help desk or technical support environment/call center environment.

  • Certifications such as ITIL, CompTIA A+, or HDI Support Center Manager (SCM) are a plus.

  • Proficiency with IT service management (ITSM) tools and ticketing systems (e.g., ServiceNow, Jira).

  • Experience in leading a team, including hiring, training, and performance management.

  • Basic understanding of project management principles to oversee help desk initiatives.

  • Ability to develop training programs and materials for help desk staff.

  • Experience in managing budgets and controlling costs related to help desk operations.

  • Proficiency in generating and analyzing reports to track help desk performance and identify areas for improvement.


Skills

  • Understanding of IT systems, networks, and hardware/software troubleshooting and proficiency in using Google Workspace applications.

  • Ability to handle customer issues professionally and efficiently.

  • Advanced G Suite management experience

  • Advanced MDM exposure (Jamf, MobileIron)

  • Capacity to identify, analyze, and resolve complex technical issues.

  • Strong verbal and written communication skills for interacting with both technical and non-technical stakeholders.

  • Ability to manage multiple tasks and priorities effectively.

Other Requirements

  • Be part of On-Call rotation


About Us


Moxie Pest Control is named for the drive and enthusiasm embraced by our team Our mission is to improve the quality of life for our customers, team, and community.


We believe in striving to do the right thing because we genuinely care about our employees and customers, the work we do, and our personal and professional character.


We’re more than just a pest control company

What We Live By


Do The Right Thing

We believe in striving to do the right thing because we genuinely care about our customers


Be Nice

We think kindness is contagious, and we believe small gestures can have a big impact.


Be The Solution

It’s an understatement to say we take pride in our work. We live by the motto: “If a thing is worth doing, it’s worth doing well.”


Keep Improving

Because we care about helping our customers, we take our job knowledge seriously.


Company Perks


At Moxie Pest Control we offer a total rewards package that supports the health, life, and career of our employees. The available plans and programs include:

  • 2021 - 2024: Great Places To Work and Top Places to Work

  • Awards & Recognition

  • Monthly Company Events

  • Company Service Projects

  • Comprehensive medical coverage that covers many common services at no cost or for a low copay

  • Additional options for dental and vision benefits, life and disability coverage and more

  • 401K Plan

  • Roth IRA

  • Long- and Short-term Disability Coverage (Voluntary)

  • Paid Time Off

AAP / EEO Statement

Moxie Pest Control provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

Moxie Pest Control absolutely prohibits any form of unlawful employee harassment or discrimination based on any of the characteristics mentioned above. Improper interference with the ability of other employees to perform their expected job duties will not be tolerated.


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.