IT Help Desk Manager
2 days ago
Work hard. Have fun.
At Cerris, we believe in delivering quality craftsmanship while having funalong the way. Our group of construction companies prides itself on our almost100-year history, our employee ownership structure, and our competitive pay andbenefits. From the moment you start working with us, we've got your growth inmind. We believe Cerris isn't just a great place to start your career - it's agreat place to watch it advance for years to come.
Come build the extraordinarywith us. Apply today.
Nature of Work
TheIT Help Desk Manager is responsible for leading a technical support team,ensuring timely and accurate customer service, recruiting and trainingrepresentatives, and establishing customer service standards. This rolerequires a strong technical background, problem-solving skills, and excellentcommunication
Essential Duties and Responsibilities
- Manage and evaluate the performance of the help desk team.
- Ensure customer service is timely and accurate on a daily basis.
- Recruit, train, and support help desk representatives and technicians.
- Oversee customer service operations.
- Ensure the timely resolution of technical issues.
- Communicate with clients and provide in-person and phone support when required.
- Ensure service level standards are being met.
- Report on open support requests and prioritize open requests for resolution
- Interact with customers to gain feedback on our performance.
- Establish customer service standards.
- Contribute to improving customer support processes.
- Provide feedback to internal teams.
- Develop reports on team productivity.
- Maintain a problem-solving attitude to ensure high-quality technical support.
- Enhance client satisfaction through efficient solutions.
- Research, recommend and implement customer self-help solutions.
- Work with IT Director to ensure quality solutions to technical problems are being deployed.
- Proven experience in technical support or IT help desk management
- Strong knowledge of IT systems, software, and troubleshooting
- Excellent communication and leadership skills
- Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology).
- Physical demands for this position are light to moderate. Typically, the employee may sit comfortably to do the work. However, there may be walking, standing, bending or carrying of light items (10-25 pounds) such as papers, office drink supplies, boxes of promotional materials, office equipment, etc.
- The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, residences, commercial vehicles, or outdoors, e.g., use of safe work practices with office equipment, avoidance of trips and falls and observance of fire regulations and traffic signals, etc.
Cerris and our group of companies are an Equal Opportunity Employer-EEO/AA/M/F/D/V/VEVRAA
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