IT HELP DESK MANAGER

Softthink Solutions Inc; New York (NY); Remote; USD 80,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Help Desk Manager to oversee operations for IT-AMS users across the nation. This remote position involves supervising a multi-tier help desk team, ensuring top-notch support for over 1,000 users. The role requires analyzing support trends to drive product improvements and enhance customer satisfaction. Ideal candidates will have a strong background in IT Help Desk management, SaaS support, and excellent communication skills. Join a forward-thinking company that values user feedback and strives for continuous improvement in its services.

Qualifications

• 5+ years of experience in IT Help Desk management or technical support.
• Strong background in SaaS support and knowledge base creation.

Responsibilities

• Supervise a multi-tier help desk team supporting over 1,000 users.
• Track and analyze support trends to inform product improvements.

Skills

IT Help Desk Management

Technical Support

SaaS Support

Communication Skills

Coordination Skills

Job description

Job Description: Manage Help Desk operations for IT-AMS users nationwide, ensuring responsive Tier 1 and Tier 2 support. Analyze support trends to inform development improvements and oversee customer satisfaction metrics.

Key Responsibilities:

1. Supervise multi-tier help desk team supporting 1,000+ users.
2. Track, analyze, and report support trends.
3. Collaborate with development team to integrate user feedback into product improvements.

Qualifications:

1. 5+ years in IT Help Desk management or technical support.
2. Strong background in SaaS support and knowledge base creation.
3. Excellent communication and coordination skills.

NOTE: Must have Public Trust.

This is a remote position.