Help Desk Manager Jobs

Job Title: Help Desk Manager

Department: Technical Services

Job Location: Maumee, OH / Hybrid Remote

Travel: Limited

Supervisory Responsibility (Y/N): Y

Position Type: Full Time

Reports To: Director of Technical Services

Job Overview:

The Help Desk Manager will be responsible for hiring, training, supporting, and leading the help desk services team to ensure delivery of quality technical support for clients. To be successful, the manager should have excellent interpersonal and conflict management skills, as well as ensuring excellent communication with other peers and management team members.

Responsibilities / Job Functions:

• Tier 1 – Basic remediation and troubleshooting – one touch tickets
• Tier 2 – Generalist in technical ability but deeper knowledge to troubleshoot
• Prepare and conduct annual performance reviews as well as mentor and properly coach team members as needed
• Monitor the reporting/dashboards to reward team members for excellent customer satisfaction
• Monitor and manage the escalation of service tickets as needed to escalation teams
• Manage and support a team of help desk technicians
• Maintaining relationships with team members and customers
• Create and support a team culture by developing employee engagement to improve overall team morale
• Oversee the VoIP RMA program by having a process, procedure, and proper staffing
• Work to follow ITIL framework and utilize its best practices for team operation
• Train team members in company procedures and best practices
• Use reporting/dashboards to monitor, manage, and report on SLA’s in order to understand team performance and workload
• Prepare for and hold team meetings to discuss metrics and other team building activities
• Senior – Specialists and advanced troubleshooting to be primary escalation

Minimum Qualifications:

• Knowledge of ITIL is a plus to progress the maturity of the team
• Excellent analytical skills
• 4 year degree in a technical or business role
• 2+ year experience in a Customer Service Management role
• Excellent leadership and people management skills
• Ability to work under pressure and meet deadlines
• Experience in a technical support role, or similar

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