IT Service Desk Manager

4 weeks ago

Albany, United States Invision Technologies Full time
Department: Operations                                                                              Reports to: Vice President
Job Status: Full time
Location: Albany, Ga

Position Summary:Invision Technologies, LLC is looking for a Service Desk Manager to join our team.  The ideal candidate exemplifies exceptional customer service while possessing the skills, knowledge, and aptitude to intake and triage client issues.  The Service Desk Support Team is the first point of contact for support requests and then resolves or escalates the issues for resolution.  Qualified candidates must have the ability to communicate to clients andco-workers at both technical and non-technical levels.  Ideal candidates are self-directed, great on the telephone,
organized, a great communicator, and consistent in maintaining our high-quality of standards.  The desire and drive to build and maintain customer relationships is a key function of this role. This candidate must also be able to exhibit a sense of urgency in providing exceptional quality service to clients and setting and managing expectations. This is a full-time position based in Albany, Ga.

Responsibilities & Duties:
  • Oversee and manage the Service Desk team and its charge of providing exceptional customer service, technician dispatching, issue triaging, and inventory controls. 
  • Serve as initial client issue/request intake for all aspects of our client’s IT environments, including, but not limited to, hardware, software, networking, printing, Microsoft, and basic server support.
  • Intake client issues/requests through email and telephone, triage issues accordingly per company processes · Provide remote support to clients and serve as the first point of contact for issue reporting.
  • Responsible for service ticket scheduling, escalation, and client satisfaction.
  • Ensure quality services are performed to the agreed SLA.
  • Offer our clients a true “white-glove” support experience and exceed their expectations.
  • Work with the direct team as well as counterpart technicians to schedule and follow up on outstanding issues.
  • Oversee and manage inventory control procedures including product receiving, shipping, purchasing, and overall inventory management.
  • Create and maintain thorough documentation and configurations within company tools.
  • Interface with third-party vendors as a liaison between client and vendor.
  • Other duties as assigned.

Knowledge, Skills & Personal Qualities:
  • Demonstrate excellence in customer service.
  • Excellent communication skills.
  • Ability to identify simple to complex problems and analyze them for triage or solution.
  • Demonstrate problem-solving strategies and practical knowledge.
  • Ability to diagnose and resolve issues balancing research, troubleshooting, and standard procedures.
  • Working knowledge of computer systems, including hardware, software, OS, and peripherals.
  • Demonstrated ability to work in a fast-paced environment.
  • Time management, organization, and communication is vital.

Required Qualifications:
  • A high school diploma or equivalent required.
  • 2-year support or call center/dispatch experience.
  • Exceptional written and verbal communication skills.
  • Ability and desire to learn and adapt quickly.
  • Exceptional customer service skills.
  • Attention to detail.

Preferred Qualifications:
  • Advanced level degree or certifications desired.
  • Managed Service Provider experience.
  • Use of PSA/Ticketing system experience.
  • Call center/dispatch experience.
  • Experience as a tier 1-2 IT Support Specialist.
  • Working knowledge of O365, Azure, Sharepoint.

Benefits:
  • Comprehensive health care plan including options for Dental, Vision, and ST/LT Disability.
  • Employer-provided life insurance at no cost to the employee.
  • 401k retirement plan with company matching contribution; employees may participate after completing 1 year of service.
  • Monthly mobile phone stipend.
  • Career path after 6 months to outline future career growth.
  • Eighteen days of paid time off annually.
  • Salary commensurate with experience.

Disclaimer:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all employees.

About Invision Technologies:

Invision Technologies is a regional technology management firm serving small and medium businesses. We serve the community by empowering our clients to do what they do best and ensure their technology works for them to accomplish their goals. We support data, telephone, low-voltage, and security networks. If it runs over IP…we support it. We are a close-knit, community-oriented team and we look forward to speaking with you Check us out at www.invtech.com.

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