IT Help Desk Manager

The IT Help Desk Manager is responsible for leading a technical support team in person in Columbus, GA, ensuring timely and accurate customer service, recruiting and training representatives, and establish service standards.

Duties/Responsibilities:

• Managing and supporting a team of help desk technicians by providing mentorship and training as necessary
• Mentoring this team, providing training, and conducting performance evaluations.
• Develop daily٫ weekly٫ and monthly reports on help desk team’s productivity and report to management, utilizing data to make recommendations to improve operational efficiency.
• Communicating with clients and providing in-person and phone support, if required.
• Troubleshooting and resolving technical issues and managing escalations to ensure any issues are resolved in a timely manner.
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement

Skills and Qualifications:

• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service orientation with a problem-solving٫ can-do attitude
• Ability to maintain a professional demeanor under stress and operate within customer support standard and operating procedures.
• Demonstrated ability to function effectively and with great attention to detail while managing multiple tasks.
• Excellent leadership and people management skills.

Education and Experience:

• Bachelor's degree in computer science, information technology, or a related field.
• At least two years of experience as a Help Desk Manager or in a technical support role.
• CompTia A Certification preferred
• Above Basic Comprehension of Network Setups and Configurations
• 1 – 3 years of experience working in IT Service Team/MSP NOC Team Environment
• Proficient in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
• CRM Experience (ConnectWise, Autotask, TigerPaw)
• Pathway to Higher Credential or Certification within 2 years (i.e. MCITP, MCP, CCNA, CCDA, CCNP)

Job Type: Full-time

Pay: $70,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Relocation assistance
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• This position is in person in Columbus, GA. Are you willing to relocate to Columbus, GA if the position is offered?

Work Location: In person

Salary : $70,000 - $85,000