What are the responsibilities and job description for the Help Desk Manager position at ACS Consultancy Services, Inc?
Job Title: Help Desk Manager
Location: Trenton, NJ (Hybrid)
We are currently seeking candidates who meet the following qualifications
Responsibilities
Kindly do not call the general line to submit your application.
Location: Trenton, NJ (Hybrid)
We are currently seeking candidates who meet the following qualifications
Responsibilities
- Manage and supervise the help desk team, including hiring, training, and performance evaluations.
- Develop and implement help desk policies, procedures, and best practices.
- Ensure timely and effective resolution of customer inquiries and technical issues.
- Monitor and analyze help desk performance metrics to identify areas for improvement.
- Collaborate with other departments to address and resolve recurring technical problems.
- Maintain up-to-date knowledge of industry trends and advancements in help desk technologies.
- Create and maintain documentation for help desk processes and solutions.
- Handle escalated customer issues and ensure customer satisfaction.
- Provide regular reports on help desk activities and performance to senior management.
- Foster a positive and collaborative team environment.
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience as a Help Desk Manager or in a similar supervisory role.
- Strong technical knowledge and experience with help desk software and tools.
- Excellent problem-solving and troubleshooting skills.
- Exceptional customer service and communication skills.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Experience in developing and implementing help desk policies and procedures.
- Strong leadership and team management skills.
- Experience in ITIL or other IT service management frameworks is a plus.
Kindly do not call the general line to submit your application.
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