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%)

Solution Partners, Inc. jobs

Help Desk Manager