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Help Desk Operations Manager

1 month ago

Dallas, Texas, United States Scantron Full time
Job Title: Help Desk Operations Manager

Secur-Serv, a leading managed services provider, is seeking a Help Desk Operations Manager to oversee the quality and customer experience of our Managed IT Help Desk.

Key Responsibilities:
  • Manage support tickets, workflows, and team collaboration with Help Desk technicians and managers in a fast-paced, technical environment.
  • Ensure customer satisfaction, scheduling, escalation, and relationship building.
  • Monitor active Help Desk tickets to ensure quality and watch Service Level Agreements for all technicians.
  • Manage staff, including building team cohesion, developing staff, and providing coaching and feedback.
  • Participate in the selection process for new employees and manage team members to achieve all goals while following corporate policies and procedures.
Requirements:
  • High School Diploma or GED
  • 2 years of IT Management experience
  • 2 years of Call Center experience
  • Experience in leading a team, including hiring, training, and performance management
  • Basic understanding of project management principles
  • Ability to develop training programs and materials for help desk staff
  • Experience in managing budgets and controlling costs related to help desk operations
  • Proficiency in generating and analyzing reports to track help desk performance
Preferred Skills/Experience:
  • Familiarity with ITIL practices for service management
  • Experience in managing relationships with external vendors and service providers
Work Environment:

General office environment with extended use of computer monitor.

Scantron is an equal opportunity employer and welcomes applications from all qualified candidates.