Forward Slash Technology is a St. Louis-based Cyber Security and Information Technology, Managed Services provider. 

We are currently seeking a highly qualified Help Desk Manager to join our team. In this role, you will have the crucial responsibility of leading our technical support team and ensuring the delivery of exceptional customer service while effectively resolving all technical issues.

As a Help Desk Manager, it is essential that you possess a strong technical background complemented by extensive customer service experience. Your problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve specific goals, will be vital to excel in this position. By leveraging your expertise and leadership skills, you will guide your team in providing efficient and effective solutions to our valued customers.

The successful candidate will

• Lead and manage the FST’s Help Desk team, including coordination of the daily workload, 1:1s, development plans, performance management, etc.
• Oversee day-to-day management of the Help Desk operations and functions. Coordinate, schedule, and participate in wider FST IT needs
• Manage escalations and ensure any issues are resolved in a timely manner

• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary

• Make recommendations to improve operational efficiency
• Ensure that customer service is timely and accurate on a daily basis
• Ensure customer service excellence by monitoring tickets for timeliness and accuracy, and reviewing customer feedback
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Build and implement training programs for Tier 1 troubleshooting
• Establish working schedules, and manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements
• Follow up with customers to identify areas of improvement
• Identify trends from reporting to determine solutions to trends or problem areas that may need to be addressed
• Review timesheets for completeness and accuracy
• Develop daily, weekly and monthly reports on the Help Desk team’s productivity
• Manage contractual SLAs and create month-end reports
• Create and maintain dashboard reports, as needed. Trend data and suggest proactive measures and service improvements based on analytics
• Serve as central point of contact for support-related service, end-user escalations and inquiries
• Provide customer feedback to the appropriate internal teams

Requirements & Skills

• 5 years managing Help Desk and other IT staff
• Hands on experience with Help Desk and remote control software
• Solid technical background with an ability to give instructions to a non-technical audience
• Excellent written and verbal communications skills
• Demonstrated skills to develop, lead, and motivate your Help Desk team to deliver excellent technical support with outstanding service, satisfaction, and timeliness

• Bachelor’s degree in business administration, computer science, or related field 
• Ability to effectively manage and mentor employees
• Customer-service oriented with a problem-solving attitude
• Strong technical background with excellent analytical and troubleshooting skills

Specific Requirements

To maintain employment with our company, by mandate, each employee MUST complete and have the following.

• Must be able to pass a MSHP/Federal fingerprint-based background check (no felonies)
• Must complete training for and successfully complete a CJIS (Criminal Justice Information Systems) Security & Privacy Training Certification
• Must be a US Citizen
• Must have a valid US driver's license with a clean driving record

Other

• Full-time position
• Monday thru Friday
• Job is to be performed in our St Louis office near West County Mall at Manchester/270