Senior Help Desk Manager Jobs in Ohio

Knowledge, Education and Skills Required:

Expected to be a team player with solid project management skills

Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities

Responsible for improving team efficiency for incident resolution and cost management initiatives

Manages, develops, and improves on-boarding and off-boarding tasks and processes to ensure positive experiences for employees

Performs other duties and responsibilities as assigned by the Director of Information Technology

2+ year experience in a Customer Service Management role

Excellent leadership and people management skills

Manage and support a team of help desk technicians

Tier 2 – Generalist in technical ability but deeper knowledge to troubleshoot

Monitor and manage the escalation of service tickets as needed to escalation teams

Use reporting/dashboards to monitor, manage, and report on SLA’s in order to understand team performance and workload

Associates Degree in an IT related field or equivalent experience.

Basic project leadership and organizational skills

Able to gain knowledge and understanding of program process in relation to software.

Excellent customer service skills including working with COA software vendors

Good oral and written communication skills.

Provide end user technical support for all COA staff through in person, phone, e-mail, and other electronic means.

Track all activities through the Helpdesk management system.

Troubleshoot hardware and software issues as reported by TFE employees including a large remote sales force.

Contribute to the technical document library. Develop procedures and knowledge articles for new issues or configurations.

Assist users via multiple modes of communication utilizing remote desktop and other technologies as well as deskside support.

Drive solutions through to completion and manage expectation to avoid conflict or potential issues.

Direct experience supporting Windows 10, Microsoft Office 2010/2013/2016 and Office 365 in an Active Directory environment.