What are the responsibilities and job description for the IT Help Desk Manager position at Acom Integrated Solutions?
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
