We are seeking an experienced Help Desk Manager to oversee our client's Help Desk team and ensure excellent end-user support. The successful candidate will have a strong technical background, excellent communication skills, and the ability to manage a team effectively. The Help Desk Manager will be responsible for monitoring support requests, managing the Help Desk, staffing, billing, reviews, and serving as the Autotask Administrator.
Responsibilities:
Monitor Support Requests:
- Assign support tickets to Engineers as appropriate
- Communicate with customers via email and/or phone calls to clarify issues and requirements
- Escalate complicated support issues to Sr. Management and team members as needed
Manage Help Desk:
- Develop and maintain formal procedures for consistency and increased productivity
- Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
- Communicate Key Performance Indicators to Engineers and manage to them
Staffing:
- Build a qualified Engineering team through sound hiring and training techniques
- Coach and motivate Engineering team members
- Develop plans to keep staff's knowledge of technology aligned with company strategy
Billing:
- Provide billing detail reports to Accounting for monthly IT Services billing and MAC billing
- Assemble and forward project billing to Accounting as projects are closed
Reviews:
- Plan and conduct performance appraisals of technical staff on an annual basis
- Administer disciplinary actions, raises, and promotions as necessary
Autotask Administrator:
- Manage system users and their access
- Continuously educate self on Autotask software and functionality
Job Requirements:
- Education/Experience:
- Previous Help Desk and staff management experience
- Broad level of IT Services knowledge
Skills:
- Strong technical background
- Autotask
- Excellent communication skills
- Ability to manage and build a team effectively
Special Requirements:
- May require on-call duty and occasional travel (10-15%)
