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IT Support Services Director

1 month ago

Toulouges, Occitanie, United States Cerris Full time

**About Cerris**

Cerris is a reputable construction company with a rich history of delivering quality craftsmanship. We prioritize employee growth and offer competitive pay and benefits. Our team believes in making work enjoyable while achieving exceptional results.

We're seeking an experienced IT Help Desk Manager to lead our technical support team. This role requires strong technical knowledge, problem-solving skills, and excellent communication abilities.

**Job Description:**

  • Manage Technical Support Team: Lead a team of technical support representatives, ensuring timely and accurate customer service.
  • Recruit and Train Staff: Recruit, train, and support help desk representatives and technicians.
  • Oversee Customer Service Operations: Oversee daily customer service operations, ensuring service level standards are met.
  • Solve Technical Issues: Ensure the timely resolution of technical issues and provide in-person and phone support when required.

**Essential Duties and Responsibilities:**

  1. Manage and evaluate the performance of the help desk team.
  2. Ensure customer service is timely and accurate on a daily basis.
  3. Recruit, train, and support help desk representatives and technicians.
  4. Oversee customer service operations.
  5. Ensure the timely resolution of technical issues.
  6. Communicate with clients and provide in-person and phone support when required.
  7. Ensure service level standards are being met.
  8. Report on open support requests and prioritize open requests for resolution.
  9. Interact with customers to gain feedback on our performance.
  10. Establish customer service standards.
  11. Contribute to improving customer support processes.
  12. Provide feedback to internal teams.
  13. Develop reports on team productivity.
  14. Maintain a problem-solving attitude to ensure high-quality technical support.
  15. Enhance client satisfaction through efficient solutions.
  16. Research, recommend, and implement customer self-help solutions.
  17. Work with the IT Director to ensure quality solutions to technical problems are deployed.

**Qualifications:**

  • Proven experience in technical support or IT help desk management.
  • Strong knowledge of IT systems, software, and troubleshooting.
  • Excellent communication and leadership skills.

**Education:**

  • Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology).

**Estimated Salary:** $65,000 - $85,000 per year, based on industry standards and location.