IT HELP DESK MANAGER

Softthink Solutions; Washington (District of Columbia); Remote; USD 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a Help Desk Manager to oversee operations for IT-AMS users nationwide. In this remote role, you will manage a multi-tier help desk team, ensuring responsive support for over 1,000 users. Your expertise in IT Help Desk management and technical support will be crucial in analyzing support trends and collaborating with the development team to enhance product offerings. This position offers a unique opportunity to lead a team dedicated to customer satisfaction and continuous improvement. If you have a passion for technology and a commitment to excellence, this role is perfect for you.

Qualifications

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

Responsibilities

• Supervise multi-tier help desk team supporting 1,000+ users.
• Track, analyze, and report support trends.

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.