Help Desk Manager - EverStaff
Allentown, PA 18101
About the Job
As Help Desk Manager, you will lead a technical support team in ensuring seamless day-to-day operations. Your primary focus will be on guiding and empowering support specialists to swiftly resolve technical issues faced by customers and internal staff. We are seeking someone with robust leadership capabilities, technical proficiency, and exceptional communication skills.
Benefits and Pay to be discussed during interview process
Responsibilities:
- Lead, mentor, and inspire a team of help desk support specialists.
- Provide clear guidance to ensure efficient resolution of technical issues.
- Conduct regular performance evaluations and offer constructive feedback.
- Cultivate a positive and collaborative work environment.
- Oversee the handling of technical support requests via various channels.
- Ensure timely assignment, prioritization, and resolution of support tickets.
- Escalate complex issues to appropriate teams or management.
- Monitor support queues to maintain adequate coverage, especially during peak times.
- Continuously assess and refine help desk processes for enhanced efficiency and customer satisfaction.
- Implement best practices for incident management, problem resolution, and knowledge sharing.
- Collaborate with other teams to address recurring issues at their root.
- Coordinate training sessions to equip support specialists with essential skills and knowledge.
- Keep the team updated on new products, features, and technologies.
- Encourage ongoing learning and professional development.
- Generate regular reports on help desk performance metrics.
- Analyze trends and identify areas for improvement based on data-driven insights.
- Present findings and recommendations to upper management.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven track record in a help desk or technical support role, with at least 5 years in a supervisory or managerial position.
- Strong leadership and team management skills.
- Excellent problem-solving and troubleshooting abilities.
- Proficiency in help desk software and ticketing systems.
- Solid understanding of ITIL framework and IT service management best practices.
- Outstanding written and verbal communication skills.
- Ability to thrive under pressure and prioritize tasks in a fast-paced environment.
- IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are a plus.
If you feel you have the above qualifications, please apply and an interview will be scheduled for you.
All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other protected status under the law.
EverStaff is an equal opportunity employer (M/F/D/V/SO/GI)
Source : EverStaff