Helpdesk Manager

Pacific Office Automation Inc.; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life insurance

Matched 401k

FSA programs

Job summary

Pacific Office Automation, the largest independently-owned document imaging and technology dealer in the nation, seeks a Helpdesk Manager to lead our IT helpdesk within the managed services team. You will ensure timely responses, mentor staff, develop procedures, and collaborate with technicians, account managers, and sales representatives to deliver outstanding customer service.

This role drives service quality through KPI measurement, performance evaluations, and proactive problem solving.

Qualifications

• Experience leading an IT helpdesk within a managed services environment.
• Strong leadership, coaching and team development skills.
• Excellent customer service and problem-solving abilities.
• Ability to document procedures and KPIs.

Responsibilities

• Oversee responses to helpdesk requests and ensure timely resolutions.
• Manage helpdesk operations and staff performance.
• Conduct performance evaluations and KPI tracking.
• Mentor, coach and develop team members.
• Coordinate with technicians, account managers and sales.
• Prepare activity reports and escalations.
• Update training materials as needed.

Skills

IT project management

Team leadership

Customer service

Problem solving

Documentation

Education

Bachelor's degree in IT/CS

Tools

Ticketing system

Remote support tools

ITIL knowledge

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 programs

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.