Manager, Help Desk Jobs

Manager, Help Desk

Reports To

Chief Technology Officer

Job Purpose

At Payroc, we're building the next generation of capabilities that powers our merchant-first ecosystem. The radical and responsible delivery of value is our mandate. We believe that focused and empowered teams can do great things. You'll find that we're a curious, driven, and pragmatic bunch who believe in outcomes over outputs, and we're looking for like-minded individuals to join us on our journey.

What We're Obsessive About

• Real people, real problems: We develop solutions to solve real-world challenges faced by our merchants. Our Team Members collaborate to build the right things the right way. We are curious about how things work, and we believe that sharing ideas and insights leads to better, more innovative products.
• Small teams, big things: We'll convey the outcomes our merchants require, provide you with the support and tools to succeed, and then we let you work your magic, with no needless processes to get in your way.
• Develop, grow, thrive: We promote a philosophy where you can develop and grow as an individual and team. We encourage you to approach problems in unique ways, try new techniques, learn from your colleagues and master your craft.

Duties And Responsibilities

• Periodically conduct end-user satisfaction surveys and develop action plans to address areas requiring improvement.
• Serve as the initial point of contact for escalation issues to ensure efficient communication and resolution.
• Track and analyze trends in support requests and generate statistical reports.
• Assess and recommend the need for any system reconfigurations (minor or significant) based on request trends.
• Coordinate and perform hands-on fixes at the desktop level as needed on Mac, PC, and mobile devices, including installing and upgrading software, configuring hardware, implementing file backups, configuring systems and applications, etc.
• Identify and recommend ways to streamline processes and improve efficiency.
• Initiate and maintain applicable vendor contracts.
• Oversee enterprise software licensing management.
• Manage the processing of incoming support requests via both telephone and the support portal to ensure courteous, timely, and effective resolution of end-user issues.
• Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance service quality and prevent future complications.
• Identify, recommend, develop, and implement end-user training programs (classes, help sheets, usage guides, FAQ, etc.) to increase staff computer literacy and self-sufficiency.
• Ensure tickets and service requests are kept up to date, completed, and closed quickly and efficiently.
• Coordinate the deployment of approved new or updated systems and applications as directed.
• Oversee the development, implementation, and administration of training procedures and policies for support staff.
• Monitor technology support queues to ensure adequate coverage for tickets.

Qualifications

• 1-3 years leading Help Desk team(s).
• Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
• 3-5 years detail-oriented experience in a Corporate Help Desk environment.
• Practical knowledge of remote assistance programs.
• Hands-on experience using and troubleshooting Microsoft Windows /10, Mac OS 10 and Microsoft Office.
• Experience working with smartphones and tablets such as iPhones, Android, iPads.
• Strong attention to detail and creative problem-solving skills.
• Ability to provide outstanding customer service.
• Demonstrated ability to coach and mentor others.

Travel Component

N/A

Job Classification

Exempt

At Payroc we are committed to the principal of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individuals’ qualifications without regard to race, color, religion, national social or ethnic origin, sex, age, physical, mental, or sensory disability, sexual orientation or any other status protected by the laws regulation in the location we operate. Payroc does not tolerate discrimination or harassment based on any of these characteristics.

Payroc is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources Department at [email protected]