IT Help Desk Manager - Solarus Technologies Inc

Embark on an exhilarating career journey with Solarus Technologies! We are on the lookout for a dynamic Help Desk Manager. Picture yourself orchestrating the seamless flow of activities between numerous teams as you guide the dispatching team for daily success, and tactfully redirect resources to where our customers need us the most. You'll ensure our customers experience service and support that goes above and beyond at every turn. Elevate your career and join us in creating an electrifying atmosphere of innovation and customer satisfaction!

This position will report to the Director of Services.

Basic Functions:

· Manage the service desk team’s daily activities.

· Function as the customer’s escalated point-of-contact for problem identification and resolution for issues that have been escalated by the team.

· Manage the dispatch process of service requests to ensure full utilization of resources.

· Manage dispatching logistics for onsite staff coverage at client sites, both for those of our team who are directly placed within a client and for those of our team who are called to duty at a particular client site.

· Manage dispatching metrics and recalibrate resources with the dispatching team depending on the ebb and flow of the day’s priorities.

· Improve usage of Support resources and increase productivity of the team.

· Communicate with all parties in a constructive manner to guarantee customer expectations are met.

· Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.

· Perform customer follow-up to verify final resolution and determine satisfaction level.

· Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.

· Provide accurate reports and metrics to Director of Services

· Understand overall service desk objectives, as well as the role and function of each team member.

· Contribute to the continuity of services by providing the necessary leadership.

· Drive problem investigations and resolution as required.

· Ensure that risks are identified, communicated, and mitigated and that services are delivered successfully through production.

· Design and maintain process documentation for the service desk team.

· Manage the process of implementing change efficiently and effectively.

Additional Duties and Responsibilities:

· Identify areas for improvement and make constructive suggestions for change.

· Continually seek opportunities to increase customer satisfaction and deepen customer relationships.

· Escalate service desk issues to the Director of Services as required.

· Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.

· Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

· Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.

· Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.

· Mentor Team Leads and Team Members where the opportunity arises.

· Document internal processes and procedures related to duties and responsibilities.

· Responsible for entering time and expenses in ConnectWise Manage as they occur.

· Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

· Enter all work as activities, service tickets, or project tickets in ConnectWise Manage.

· Join Account Management calls to answer for service issues on behalf of the Director of Services when required.

· Regular visits to the New York and Long Island offices to work alongside the New York and Long Island team of engineers.

Knowledge, Skills, and/or Abilities Required: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Knowledge and experience in cross-functional management methods and techniques.

· Knowledge of industry applications, processes, software, and equipment.

· Strong organizational, presentation, and customer service skills.

· Skill in planning and preparing written communications.

· Skill in leading people and getting results with a strong customer orientation.

· Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.

· Ability to multi-task and adapt to changes quickly.

· Ability to work in a team and communicate effectively.

· Service awareness of all organization’s key services for which support is being provided.

· Understanding of support tools, techniques, and how technology is used to provide services.

· Typing skills to ensure quick and accurate entry of service request details.

· Self-motivated with the ability to work in a fast-moving environment.

Educational/Vocational/Previous Experience Recommendations:

• BA/BS, preferably in computer science, business administration or a related field.
• 5 years of IT or related experience.
• 5 years of management experience.

Benefits:

· Competitive salary based on experience and qualifications.

· Health, vision, and dental benefits included.

· Full on the job training & support.

· Fun working environment and culture.

· Great opportunity for advancement.