Helpdesk Manager

Helpdesk Manager

Carlsbad CA

80100k Onsite

The IT Help Desk Manager is a handson technical leader responsible for ensuring rapid resolution of technology issues reported through the companys IT ticket system. This role involves managing a team of IT Help Desk Technicians overseeing their productivity and ensuring timely and effective customer support.

The manager is expected to foster a positive enduser relationship drive customer satisfaction and monitor ticket volume and performance metrics. He or she will also troubleshoot computer support problems and the ability to analyze business requirements to determine technology needs are also part of the role.

Key responsibilities include managing the escalation and resolution of technical issues ensuring projects are delivered on time and within budget maintaining technical documentation and providing Level 1 & 2 support as needed.

Requirements

Requirements for this position:

The successful candidate will possess strong leadership and team management skills analytical thinking problemsolving abilities and excellent communication and customer service skills. The ability to multitask adapt to frequent process changes and work collaboratively in a team environment is also essential.

• Bachelors degree in IT or Computer Science
  
• 35 years of experience in a similar role
  
• Technology certifications such as A Network and Security are a plus.
  
• Extensive experience with MS Software tools and operating systems including: Active Directory Windows Outlook Office 365 etc.
  
• Proven ability to manage a small team of technicians
  
• PC imaging and deployment technologies are required.
  
• Experience with a helpdesk ticketing system
  
• Proven prioritization and process management experience to improve ticket resolution velocity.
  

Benefits

The general hiring range for this position is $80000 $100000 plus benefits