IT Support Services Manager

4 weeks ago

Lakewood, Washington, United States JFR Staffing Full time

Helpdesk Manager Job Description

The Helpdesk Manager will play a pivotal role in ensuring the delivery of high-quality IT support services to our clients. This role requires a seasoned professional with deep technical expertise, proven management experience, and strong leadership skills.

Key Responsibilities:

  • Team Leadership and Development:
    • Lead, mentor, and develop a high-performing helpdesk team, fostering a culture of continuous learning and improvement.
    • Provide guidance and support to team members, encouraging their professional development and ensuring they stay current with industry trends and technologies.
    • Act as a role model, exhibiting professionalism, integrity, and a strong work ethic.
  • Operational Management:
    • Oversee day-to-day helpdesk operations, ensuring timely and effective resolution of client issues.
    • Develop and implement helpdesk policies, procedures, and standards to ensure consistent and high-quality service delivery.
    • Monitor and analyze helpdesk performance metrics, identifying areas for improvement and implementing corrective actions as needed.
    • Collaborate with other departments to ensure seamless service delivery and continuous improvement of IT processes.
  • Technical Expertise:
    • Provide advanced technical support and guidance to the helpdesk team on complex issues.
    • Stay abreast of the latest technological developments and ensure the team is equipped to handle new challenges and innovations.
    • Assist in the design and implementation of IT solutions for clients, leveraging your technical skills to contribute to project success.
  • Client Relationship Management:
    • Serve as the primary point of contact for escalated client issues, ensuring prompt and effective resolution.
    • Build and maintain strong relationships with clients, understanding their needs and ensuring their satisfaction with our services.
    • Work closely with clients to anticipate their future needs and propose proactive solutions.
  • Strategic Planning:
    • Contribute to the strategic planning of the IT support services, aligning helpdesk operations with the company's overall goals.
    • Participate in budgeting and resource planning to ensure the helpdesk is adequately staffed and equipped to meet client demands.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Minimum of 5 years of experience in IT support, with at least 3 years in a management or leadership role, preferably within an MSP environment.
  • Extensive technical expertise, including knowledge of network infrastructure, cloud solutions, cybersecurity, and IT best practices.
  • Proven track record of leading and developing high-performing teams.
  • Exceptional problem-solving skills and the ability to manage complex technical issues.
  • Strong organizational and operational management abilities.
  • Excellent communication and interpersonal skills, with the ability to build trust and rapport with both team members and clients.
  • Certifications such as ITIL, CompTIA A+, Network+, or equivalent are highly desirable.

Personal Attributes:

  • Inspirational leader who motivates others to achieve their best.
  • Strong decision-maker with a focus on results and operational efficiency.
  • Proactive and innovative thinker who can anticipate challenges and develop solutions.
  • High level of integrity, professionalism, and a commitment to delivering outstanding service.

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