Remote Help Desk Manager & Technical Lead

Alliant Insurance Services; Irvine (CA); Remote; USD 90,000 - 120,000; Full time

Job summary

Alliant Insurance Services is seeking a skilled Help Desk Manager to oversee frontline IT support, ensuring hardware, software, and network services are reliable for end users. You will mentor staff, drive process improvements, and safeguard service quality across the environment.

The role emphasizes leadership of Help Desk Specialists, strong customer service, and collaboration with corporate departments, with remote-friendly options in a national scope.

Qualifications

• Bachelor's Degree or equivalent combination of education or experience.
• Six or more years of related experience.
• Experience within a help desk environment.
• Experience working with large-scale ticketing systems.
• Strong knowledge of Windows servers, workstations, notebooks, printers, and standard Microsoft applications.

Responsibilities

• Mentors, cross-trains, and supervises Help Desk Specialists.
• Provides second-level hardware, software, and network support for end users.
• Ensures users are informed of progress and recommendations to reduce repeat calls.
• Troubleshoots, isolates, documents, and resolves user problems.
• Identifies problem trends and advises management to minimize issues.
• Performs hardware and software installations.
• Supports operations by following and improving Help Desk policies and procedures.
• Maintains Help Desk tracking software documentation for calls and projects.
• Builds and maintains PC systems.
• Keeps current on corporate-approved software.
• Provides training and documentation to Help Desk Specialists and end users.
• Promotes customer service between IS and other departments.
• Other duties as assigned.

Skills

Excellent verbal and written comms

Excellent customer service

Teamwork

Planning & prioritization

MS Office proficiency

Education

Bachelor's degree or equivalent experience

Tools

Ticketing systems

Job description

Alliant Insurance Services is seeking a skilled Help Desk Manager to oversee frontline IT support, ensuring hardware, software, and network services are reliable for end users. You will mentor staff, drive process improvements, and safeguard service quality across the environment.

The role emphasizes leadership of Help Desk Specialists, strong customer service, and collaboration with corporate departments, with remote-friendly options in a national scope.