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MSP Service Desk Manager

4 months ago

Sterling, United States Solvere OneHouseCall Full time
Job DescriptionJob Description

About the Company

Solvere One has established a top-level brand focusing on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnership, proactively managing technology that proves vital for business productivity and growth while reducing the cost of IT ownership. We provide executive-level, white-glove support.

We offer competitive compensation and an extraordinary benefits package, including health, dental, vision insurance, 401K, flexible spending accounts, metro benefits, paid holidays, three weeks of paid time off, and more.

Job Description:

Solvere One is seeking an experienced Service Desk Manager to manage their growing team of IT Technicians. This role trains and manages the Technicians to service various clients. Responsibilities are listed but not limited to the following.

Essential Responsibilities

  • Manage the company helpdesk to ensure that all tickets are responded to and resolved promptly according to the company's standard operating procedures.
  • Train and manage/support help desk technicians, including conducting Employee Performance Evaluations.
  • Develop and monitor a technical learning path for technicians and mentor the technicians to ensure consistent learning and growth.
  • Guide technicians in troubleshooting IT issues
  • Set and model specific customer service standards
  • Coordinate all onsite technician visits to client locations
  • Monitor how the technicians are communicating with clients to ensure consistent professional quality, meeting company standards
  • Ensure that the technicians have communicated with Clients as to the status of Helpdesk tickets and requesting from Clients any additional information needed from the client
  • Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary
  • Establish processes and procedures for efficient IT practices
  • Assist in communicating with clients on technical issues, where appropriate, in ensuring the client understands any issue at hand, possible options for resolution, and expectation of time to resolution
  • Conduct daily/weekly stand-up meetings and other routine team meetings
  • Provide reports to management regarding departmental performance statistics and metrics
  • Provide customer feedback to appropriate internal teams
  • Other duties as assigned

Experience Required: 

  • Network configuration and troubleshooting 
  • Hardware support and troubleshooting 
  • SAN management 
  • HyperV and VMware ESX 
  • Microsoft Exchange Additional Qualifications: 
  • Web presence management 
  • Apple/Mac support
  • Broad experience in various IT areas (e.g., Windows desktop environment, Active Directory, mobile authentication tools, remote desktop tools, etc.) - is preferred over limited experience in one area only.
  • Excellent communication, presentation, and interpersonal skills with both technical teams and non-technical business leaders
  • Triage and appropriately escalate complex issues to Tier 2, Tier 3, and Management.
  • Proactively monitor client technology infrastructure to identify and resolve issues before downtime occurs.
  • A self-motivated, proactive, and results-driven approach

This position is NOT entirely a desk job. Employees will be expected to interact with clients daily in various capacities and are required to travel within Northern Virginia. Professionalism and courteousness are necessary. Excellent verbal and written communication skills are required.

We do provide technical training in several areas where a foundation already exists.  Our principal requirement, however, is that every applicant is proficient in general systems administration support.

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