IT Support Operations Manager

6 days ago

Cleveland, Ohio, United States MSP Hire, Inc. Full time

As a leading IT services provider, MSP Hire Inc. partners with small and mid-sized businesses in the Cleveland area to deliver exceptional support and consulting services.

We are seeking an experienced IT Support Operations Manager to join our team. This role focuses on optimizing processes, improving response times, and driving operational efficiency across our service operations.

Responsibilities:

  • Customer Service: Set high service standards, monitor customer feedback, address concerns, and enhance client satisfaction.
  • Reporting and Communication: Generate productivity reports on response times and resolutions, communicate effectively with clients and team members.
  • Client Follow-up: Follow up with clients as needed to ensure outstanding service.

Team Management:

  • Supervise Help Desk Staff: Oversee daily help desk operations, mentor team members, and ensure procedures are followed.
  • Performance Monitoring: Track KPIs and conduct regular evaluations, manage team schedules including after-hours support when necessary.

Service Management:

  • Incident Management: Ensure all incoming incidents and service requests are properly logged, categorized, and prioritized according to SLA guidelines.
  • On-site Visits: Schedule Help Desk Team on-site visits for issue resolution or equipment setup, confirming their necessity.
  • Escalation Handling: Manage escalations and ensure timely issue resolution, ensure service delivery complies with SLA requirements.

Process Improvement:

  • Best Practices and SOPs: Establish and enforce best practices and SOPs, identify areas for improvement and continuously optimize help desk processes for efficiency.

Requirements:

This is a leadership position that requires professional experience, education, and technical skills. We need someone who can maintain a professional demeanor, provide excellent customer service, and lead the Help Desk team effectively.

Competitive Salary: $62,500 - $75,000 depending on experience, plus benefits including medical insurance, 401K plan, and professional development opportunities.

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