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IT HELP DESK MANAGER

Softthink Solutions Inc

New York (NY)

Remote

USD 80,000 - 100,000

Full time

30+ days ago

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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.

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