Job description
Job Title
: Help Desk Manager
Department: Technical Services
Job Location: Remote with expectation of travel to Toledo, OH office 1-2 times a week/as needed.
Travel: Some
Supervisory Responsibility (Y/N): Y
Position Type: Full Time
Reports To: Director of Technical Services
Company Size: 60-70 employees
Salary: Starting at $60,000
Company Overview:
Be the HERO for your company again! Come join our team and live up to our core model. We solve complex business problems with technology! We support hundreds of customers and are large enough to buy all of the high-tech tools that allow you to engage with the customers and get there problems fixed. AND – we only work with businesses that have an established relationship with us, so you will get to know them by name. We have the best technical team in the United States and need more people to help support our customers.
At Virtual Technologies Group we sell a variety of hardware solutions, hosted voice services to resellers and customers, cyber and physical security services, and equipment. We utilize our application development department to provide software for our customers and we also provide educational services around testing and fleet management to school systems.
Benefit Offerings:
- Medical, dental, and vision
- 401K with company match
- Short-term and long-term disability coverage paid for by the company
- Life insurance paid for by the company with a buy up option for you and your family
- Flexible work schedule – some positions are a hybrid while others are completely remote!
Job Overview
:
The Help Desk Manager will be responsible for hiring, training, supporting, and leading the help desk services team to ensure delivery of quality technical support for clients. To be successful, the manager should have excellent interpersonal and conflict management skills, as well as ensuring excellent communication with other peers and management team members.
Responsibilities/Job Functions:
- Manage and support a team of help desk technicians
- Tier 1 – Basic remediation and troubleshooting – one touch tickets
- Tier 2 – Generalist in technical ability but deeper knowledge to troubleshoot
- Senior – Specialists and advanced troubleshooting to be primary escalation
- Maintaining relationships with team members and customers
- Create and support a team culture by developing employee engagement to improve overall team morale
- Train team members in company procedures and best practices
- Monitor and manage the escalation of service tickets as needed to escalation teams
- Prepare and conduct annual performance reviews as well as mentor and properly coach team members as needed
- Prepare for and hold team meetings to discuss metrics and other team building activities
- Use reporting/dashboards to monitor, manage, and report on SLA’s in order to understand team performance and workload
- Monitor the reporting/dashboards to reward team members for excellent customer satisfaction
- Oversee the VoIP RMA program by having a process, procedure, and proper staffing
- Work to follow ITIL framework and utilize its best practices for team operations
Minimum Qualifications
:
- 4-year degree in a Technical or Business field
- 2+ year experience in a Customer Service Management role
- Experience in a technical support role, or similar
- Excellent analytical skills
- Ability to work under pressure and meet deadlines
- Excellent leadership and people management skills
- Knowledge of ITIL is a plus to progress the maturity of the team
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