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Help Desk Manager

4 months ago

Pittsburgh, United States EverStaff Full time
Job Description

Everstaff is seeking a Help Desk Manager, to join a prominent client we have in Pittsburgh. In this role, you will be responsible for overseeing the day-to-day operations of our technical support team. You will lead a team of support specialists to ensure timely and effective resolution of technical issues encountered by our customers or internal staff. The ideal candidate will possess strong leadership skills, technical expertise, and excellent communication abilities.

Benefits and Pay to be discussed during interview process

Key Responsibilities:
  • Lead, mentor, and motivate a team of help desk support specialists.
  • Provide guidance and direction to team members to ensure efficient resolution of technical issues.
  • Conduct regular performance evaluations and provide feedback to team members.
  • Foster a positive and collaborative work environment.
  • Oversee the handling of incoming technical support requests via phone, email, or ticketing system.
  • Ensure that all support tickets are assigned, prioritized, and resolved in a timely manner.
  • Escalate complex issues to appropriate teams or higher management as needed.
  • Monitor support queues and ensure adequate coverage during peak times.
  • Continuously evaluate and improve help desk processes and procedures to enhance efficiency and customer satisfaction.
  • Implement best practices for incident management, problem resolution, and knowledge management.
  • Identify recurring issues and work with other teams to address root causes.
  • Coordinate training sessions to ensure that support specialists are equipped with the necessary skills and knowledge to effectively resolve technical issues.
  • Keep team members updated on new products, features, and technologies.
  • Encourage ongoing learning and professional development within the team.
  • Generate regular reports on help desk performance metrics, including ticket volume, resolution times, customer satisfaction, and team productivity.
  • Analyze trends and identify areas for improvement based on data-driven insights.
  • Present findings and recommendations to upper management.
Requirements:
  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
  • Proven experience in a help desk or technical support role, with at least 5 years in a supervisory or managerial capacity.
  • Strong leadership and team management skills, with the ability to inspire and motivate team members.
  • Excellent problem-solving and troubleshooting abilities.
  • Proficiency in help desk software and ticketing systems.
  • Solid understanding of ITIL framework and IT service management best practices.
  • Outstanding communication skills, both written and verbal.
  • Ability to work well under pressure and prioritize tasks in a fast-paced environment.
  • IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.

If you feel you have the above qualifications, please apply and an interview will be scheduled for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other protected status under the law.

EverStaff is an equal opportunity employer (M/F/D/V/SO/GI)