Help Desk Manager

DEPLOY; Tuscaloosa (AL); Hybrid; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Help Desk Manager, where you will lead a dynamic IT support team dedicated to providing exceptional service. This role offers the opportunity to develop and optimize help desk operations, ensuring high-quality technical support while fostering a collaborative team environment. You will be instrumental in implementing process improvements, managing tools for efficiency, and maintaining strong customer relationships. If you are passionate about technology and customer service, this is the perfect chance to make a significant impact in a vibrant and innovative workplace.

Benefits

Professional development opportunities

Competitive salary

Benefits package

Qualifications

• 5+ years in IT support, with 2+ years in a leadership role.
• Strong knowledge of ITSM frameworks and tools.

Responsibilities

• Lead daily operations of the help desk and manage staff performance.
• Establish SLAs and monitor key performance metrics.

Skills

IT service management (ITSM)

Problem-solving skills

Organizational skills

Multitasking skills

Verbal communication skills

Written communication skills

Troubleshooting hardware issues

Troubleshooting software issues

Troubleshooting network issues

Leadership skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Information Technology

Equivalent experience

Tools

ServiceNow

Jira

Zendesk

Job description

Position Overview:
We are seeking an experienced and motivated Help Desk Manager to lead our IT support team and ensure the delivery of high-quality technical support services to our organization. The ideal candidate will possess strong leadership skills, technical expertise, and a commitment to providing an exceptional customer experience.

Key Responsibilities:

1. Team Leadership and Management:
   • Oversee daily operations of the help desk, including staff scheduling, workload management, and performance monitoring.
   • Recruit, train, mentor, and evaluate help desk staff to ensure optimal team performance.
   • Foster a positive and collaborative team environment focused on continuous improvement and professional development.
2. Service Delivery:
   • Establish and enforce service level agreements (SLAs) to ensure timely and effective resolution of technical issues.
   • Monitor and report on key performance metrics, ensuring alignment with organizational goals.
   • Act as the escalation point for complex technical issues, providing hands-on support as necessary.
3. Process Improvement:
   • Develop, document, and optimize help desk policies, procedures, and workflows.
   • Implement and manage tools and systems to improve efficiency, ticket tracking, and customer satisfaction.
   • Identify and address recurring issues by analyzing trends and proposing long-term solutions.
4. Customer Service:
   • Maintain a customer-focused approach, ensuring end users receive professional, prompt, and effective support.
   • Conduct regular surveys and feedback sessions to gauge customer satisfaction and identify areas for improvement.
   • Build and maintain strong relationships with stakeholders across the organization.
5. Stay up-to-date with emerging technologies and best practices in IT support and service management.
6. Collaborate with IT leadership to plan and execute technology upgrades and projects.
7. Ensure compliance with data security and privacy policies in all help desk operations.

Qualifications:

1. Education: Bachelors degree in Computer Science, Information Technology, or a related field (or equivalent experience).
2. Experience:
   • 5+ years of experience in IT support, with at least 2 years in a leadership or management role.
   • Proven experience managing help desk operations in a fast-paced environment.
3. Skills:
   • Strong knowledge of IT service management (ITSM) frameworks and tools (e.g., ServiceNow, Jira, Zendesk).
   • Exceptional problem-solving, organizational, and multitasking skills.
   • Excellent verbal and written communication skills with a focus on customer service.
   • Proficiency in troubleshooting hardware, software, and network-related issues.
   • Certifications such as ITIL, HDI, or CompTIA A+ are a plus.
4. Full-time, onsite or hybrid role (based on organizational needs).
5. May require occasional after-hours or weekend support for critical incidents or updates.

Why Join Us?

1. Opportunity to lead a talented IT support team in a dynamic and innovative environment.
2. Competitive salary and benefits package, including professional development opportunities.
3. Be part of a company that values technology and strives for excellence in customer service.