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Help Desk Manager

3 months ago

Farmington, United States LSPedia Inc Full time
Job DescriptionJob Description

Help Desk Manager

Onsite Farmington Hills, MI

About the Opportunity

Are you ready to lead our Help Desk with energy and innovation? We're seeking a dynamic Help Desk Manager to take charge of support tickets, maintain our Support Knowledge base, and ensure timely issue resolution in line with service level agreements (SLAs). The ideal candidate is a highly motivated individual with a proactive attitude and a dedication to delivering exceptional support services. You should excel in troubleshooting and problem-solving, have a deep understanding of IT tools, and demonstrate an unwavering commitment to exceeding customer expectations.

Key Responsibilities:

  • Triage, Assign, Resolve: Efficiently manage support tickets from start to finish.
  • SLA Superhero: Consistently meet or exceed SLAs for swift and effective issue resolution.
  • Stakeholder Communication: Maintain transparent and proactive communication throughout the ticket lifecycle.
  • Knowledge Base Guru: Keep our Support Knowledge base updated and comprehensive.
  • Continuous Improvement: Drive the enhancement of support processes and documentation.
  • Customer Focus: Deliver solutions that enhance both customer and organizational success.
  • Collaborative Spirit: Share knowledge and collaborate with team members to boost service quality.
  • Technical Expertise: Serve as a subject matter expert or quickly acquire technical expertise.
  • Independent Yet Collaborative: Strong work ethic, sense of accountability, and ability to work independently while being a team player.
  • Curious Innovator: Curiosity, creativity, and effective research skills.

About You

Minimum Requirements:

  • IT Support Experience: Proven experience in IT support or a related field.
  • Problem-Solving Pro: Strong problem-solving skills with the ability to manage multiple tasks effectively.
  • Communication Wizard: Excellent verbal and written communication skills.
  • Tech Savvy: Experience with JIRA and various IT applications and software.
  • Proactive Leader: Quick to absorb and implement new concepts and technologies. Experience leading a team.

Preferred Requirement:

  • Certified Expert: Certifications in ITIL, CompTIA, or other relevant frameworks.

Join us and thrive in a fast-paced, deadline-driven environment where your skills and enthusiasm will shine

About Us:

Welcome to LSPedia, a global software (SaaS) leader at the forefront of traceability, compliance, and supply chain solutions, dedicated to empowering the pharmaceutical, healthcare, and food industries. As a distinguished Top 50 Michigan Company and recognized on INC's list of the fastest growing companies in America, LSPedia stands as a beacon of innovation and excellence.

Our cutting edge software solutions have earned the trust of major players in the pharmaceutical and healthcare sectors, including esteemed organizations such as the U.S. Department of Veterans Affairs, Cencora, Cardinal Health, Walmart, Rite Aid, and thousands more. We take pride in our commitment to delivering unparalleled traceability and compliance solutions that redefine industry standards.

At LSPedia, we are fueled by a passion for innovation and a commitment to excellence. Join our rockstar team as we continue to expand and shape the future of traceability and supply chain solutions. We are actively seeking individuals who share our vision and enthusiasm to contribute to the ongoing success of our dynamic and growing company. Together, we are driving the evolution of industries and shaping a more connected, compliant, and efficient future.