Helpdesk Manager

Pacific Office Automation Inc.; Beaverton (OR); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life insurance

Matched 401k

FSA program

Job summary

Pacific Office Automation seeks a results-driven Helpdesk Manager to lead our IT support team and ensure delivery of managed services to our clients. You will oversee ticket handling, escalation, and resolution, while mentoring technicians and driving improvements in service delivery.

Responsibilities include process documentation, KPI development, and cross-team collaboration to resolve complex issues. A focus on customer satisfaction and ongoing staff development is essential.

Qualifications

• Strong IT service delivery and customer-facing skills.
• Experience managing a IT helpdesk or service desk team.
• Ability to mentor and develop staff and conduct performance evaluations.

Responsibilities

• Monitor and respond quickly to helpdesk requests.
• Manage the operation and organization of the Helpdesk.
• Mentor, coach and develop team members; train incoming staff.
• Define and track KPI’s; report on performance and issues.
• Collaborate with Technicians, Customers, TAMs, and Sales Representatives to ensure seamless support.
• Maintain up-to-date training materials for software and hardware.
• Ensure timely and accurate customer service on a daily basis.

Job description

Career Opportunities with Pacific Office Automation

Careers At Pacific Office Automation

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Pacific Office Automation is the largest independently-owned document imaging and technology dealers in the nation. Since 1976, we have grown to over thirty branches located in eleven western states: OR, WA, CA, AZ, NM, NV, UT, ID, CO, TX, & HI. With over 40 years of success in office equipment and technology sales/service, our growth and reputation have afforded us great relationships with top manufacturers such as Canon, Sharp, Konica Minolta, HP, Ricoh, Lexmark, and many more.

At Pacific Office Automation, you will find an amazing technology company full of growth opportunities, great benefits, and passionate coworkers who aim to help you succeed. Among our company goals, we aim to be a long-term employer. That means providing employees with the training and certification they need to keep up with the fast-changing technology of our office machines, devices, and software. At POA, we believe that all voices can and should be heard, regardless of seniority or tenure.

Position

Are you someone who knows your way around managing IT projects, has a high attention to detail, organizational skills, and can provide outstanding customer service? Come Join POA's dynamic and growing IT team! As Helpdesk Manager, you will be responsible for the successful delivery of our I.T. managed services customers’ Helpdesk. For this position, we are seeking an individual who possesses a unique mix of strong IT technical service, management and support abilities, within an IT ecosystem, combined with solid hands-on technical experience.

Responsibilities

• Monitor and respond quickly and effectively to requests received through the IT helpdesk.
• Manage the operation and organization of the Helpdesk.
• Conduct performance evaluations to monitor delivered results from the Helpdesk.
• Attend team meetings with technical staff.
• Mentor, coach and develop team members.
• Document internal procedures.
• Ask educated questions and listen to customers to determine root cause of issues.
• Become a technical escalation for IT team members.
• Train incoming staff.
• Report significant and recurring issues to the tier-1-2-3 support team.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
• Advise team members on appropriate actions.
• Follow standard help desk procedures.
• Follow up with customers and users to ensure complete resolution of issues.
• Redirect problems to correct resource.
• Contribute to improving customer support by actively responding to queries and handling complaints
• Evaluate and review the overall performance of the Helpdesk thru KPI’s.
• Develop, evaluate and implement KPI’s.
• Identify and elevate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Prepare activity reports.
• Inform management of recurring problems.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Develop a positive working environment.
• Ensure customer services is timely and accurate daily.
• Communicate, work, and collaborate with different stakeholders (Technicians, Customers, Technical Account Managers, and Sales Representatives)
• Advancement and growth into leadership roles
• Medical/Dental/Vision/Life insurance plans
• Matched 401k
• FSA program

Our Commitment to Diversity and Inclusion

Pacific Office Automation is proud to be an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, gender, sexual orientation, gender expression or identity, age, religion, veteran status, or any other characteristic protected by law. We celebrate our employees’ differences because we know that diversity makes us stronger.