Helpdesk Manager: Lead IT Support & Customer Experience

Pacific Office Automation; Beaverton (OR); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Advancement and growth into leadership

Team-player environment

Medical/Dental/Vision/Life insurance

Matched 401k

PTO, Vacation, Sick Leave

FSA program

Job summary

Pacific Office Automation in Beaverton, Oregon, is seeking a Helpdesk Manager to lead our IT service desk and ensure excellent customer support for our managed services clients. Candidates should bring strong IT operations, service delivery, and leadership experience.

We’re committed to career growth, training, and providing excellent resources for success. The role is on-site and offers growth opportunities within a collaborative, tech-focused environment.

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.
• Provide great customer experience.
• Ensure customer services is timely and accurate daily.
• Communicate, work, and collaborate with different stakeholders (Technicians, Customers, Technical Account Managers, and Sales Representatives)

Job description

Pacific Office Automation in Beaverton, Oregon, is seeking a Helpdesk Manager to lead our IT service desk and ensure excellent customer support for our managed services clients. Candidates should bring strong IT operations, service delivery, and leadership experience.

We’re committed to career growth, training, and providing excellent resources for success. The role is on-site and offers growth opportunities within a collaborative, tech-focused environment.