Help Desk Manager- IT

CMIT is looking for a operational Help Desk Manager to join our team. The Help Desk Manager is responsible for overseeing and managing the daily operations of the IT support/help desk team. The role involves ensuring that end-users receive effective technical assistance and support, ensuring service quality, and driving continuous improvement. The Help Desk Manager will also lead a team of technicians, manage escalated issues, and ensure adherence to service level agreements (SLAs).

Key Responsibilities:

1. Team Leadership:

a. Supervise, mentor, and the help desk team.

b. Ensure the team provides high-quality support to all end-users.

c. Evaluate team performance and provide constructive feedback.

d. Organize schedules for 24X7 call coverage.

2. Incident and Problem Management:

a. Oversee the management of help desk tickets, ensuring timely responses and resolutions.

b. Escalate unresolved issues and maintain communication with senior technical staff.

c. Perform root cause analysis for recurring issues and recommend preventive measures.

3. Service Desk Operations:

a. Monitor ticket queues and ensure SLAs are met.

b. Manages reporting of KPI metrics and analytics in order to evaluate customer experience, service levels, technician productivity and efficiency.

c. Ensure that help desk software and systems are effectively used and updated.

4. Customer Support:

a. Analyze customer feedback to enhance service offerings.

b. Address customer complaints and improve satisfaction rates.

5. Continuous Improvement:

a. Identify opportunities for process improvement and implement best practices for ticket handling.

b. Stay current on emerging technologies and support trends.

c. Lead initiatives to enhance overall team efficiency, tools, and knowledge management.

6. Documentation & Reporting:

a. Ensure accurate documentation of incidents, resolutions, and any relevant troubleshooting steps.

b. Prepare regular reports on help desk activities, issues, trends, and team performance.

7. Recruitment, interviewing and on-boarding of new staff

8. Performs other duties as assigned.

* All new hires will spend a minimum of 30 days training as a Help Desk Technician. The help desk team is the front-line contact for our clients who need support.

Qualification:

Skills:

· Strong leadership and team management skills.

· Excellent communication skills, both written and verbal.

· Foundational knowledge of IT systems, networks, and troubleshooting techniques.

· Ability to prioritize and manage multiple tasks simultaneously.

· Strong problem-solving and analytical skills.

· Ability to manage confidential information with discretion

· Ability to work effectively with a diverse range of individuals

· Ability to work with little supervision and manage a team effectively

· Ability to work with clients to solve problems

· Strong troubleshooting and critical thinking skills

Soft Skills:

· Strong communication

· Strategic Planning

· Conflict Resolutions

· Decision Planning

· Mentoring

Requirements:

· Education:

o Bachelor's degree in information technology, Computer Science, or related field (or equivalent work experience).

· Experience:

o Minimum of 3-5 years of experience in IT support, with at least 1-2 years in a leadership or management role.

o Hands-on experience with help desk management tools and ticketing systems (e.g., Autotask, ServiceNow, Zendesk, Freshdesk).

* This job description is an overview of the responsibilities for this position. However, responsibilities are subject to change.

CMIT Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance with our application, please contact the Human Resources Department at 401-385-9966.

Job Type: Full-time

Pay: $85,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Compensation Package:

• Bonus opportunities
• Holiday pay
• Performance bonus

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Application Question(s):

• What are you salary requirements?
• What tools or methods do you use to ensure accurate documentation and consistent service delivery
• Do you have experience in an MSP environment? If so, how long, and what was your role?
• What tools or methods do you use to ensure accurate documentation and consistent service delivery?
• Do you have any certifications such as Comp TIA Network , CompTIA Security etc. Please list certifications and dates
• What were some of the escalation tickets that you worked on and how did you resolve the issue? Please explain.
• Do you have experience working with a Ticketing System? if so, which one? What type of tickets did you work on?
• How do you stay informed about updates, new features, and the roadmap for Microsoft 365? Discuss a recent update or feature that you found particularly impactful. Please explain,
• Are you available to work flexible days/hours and some on-call as required? Please explain.
• Are you available to work in an office setting?

Ability to Commute:

• Cranston, RI 02920 (Required)

Ability to Relocate:

• Cranston, RI 02920: Relocate before starting work (Preferred)

Work Location: In person

Salary : $85,000 - $90,000