Helpdesk Manager: Lead IT Support & Service Excellence

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

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.