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Help Desk Manager

Date Posted: Jan 5
Type: Permanent
Wage: 125K
Job Number: 8067
Location: Houston, TX

TITLE: Help Desk Manager
CLIENT: Logistics/ Technology
LOCATION: Houston Texas
TYPE: Permanent
SALARY: 115-125K
URGENCY: Receiving Resume Submissions for Review

SUMMARY:

We are searching for an experienced I.T. Help Desk Manager.

The Help Desk Manager ensures high quality technical support and increases client satisfaction. This role requires a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

DUTIES:
- Recruit, train, supervise, and support help desk analysts, technicians, and interns. Train and motivate team by providing detailed documentation, checklists, and coaching as required.
- Monitor and update the Service Request Ticketing System. Responsible for coordinating the use of the Ticketing System across all Technology Support and Technology Services departments.
- Manage the tracking of service requests to resolution.
- Ensure tickets are closed in a timely manner.
- Contribute to improving ticket support by actively responding to queries, providing updates to clients and handling complaints.
- Manage the building and maintenance of the documentation system of resolution paths and documentation for future inquiries.
- Set specific customer service standards.
- Communicate and evaluate customer service standards through an ongoing training program and documentation.
- Contribute to best practices throughout the entire technical support process.
- Analyze, develop, and document clearly defined procedures. Provide expert information to meet the needs of the district's hardware/software operations.
- Function as the first point of escalation and resolution for hardware/software problems not resolved by the Help Desk staff.
- As appropriate, escalate the work request to a second or third level technician for Administrative Services, Network Support, Telecommunications, and local workstation issues.
- Oversee coordination with staff or contracted remote hands for on-site technical support for emergency status calls when software and/or equipment failures occur.
- Notify end users and departments of any Information Technology system difficulties.
- Oversee coordination of technology support online resources with Management.
- Oversee all facets of help desk operation.
- Assist with taking help desk calls, entering tickets, and troubleshooting problems over the phone and via email.
- Develop daily, weekly, and monthly analytical reports on help desk team productivity and customer satisfaction.
- Maintain accurate records on software, hardware, equipment utilization and problems.
- Maintain familiarity with and ensure compliance with district policies and procedures, including that copyright laws are not violated.
- Perform other duties as assigned.
- Perform all duties to maintain all standards in accordance with company policies, procedures and Core Values.

REQUIREMENTS:

- Knowledge of ManageEngine.
- Leadership skills
- Must be able to coordinate and schedule staggered shifts and able to work later hours from 10p-7a or 12a-9a. There will be 3-5 others supporting your team with intent to grow App Support and Help Desk to report to you
- Knowledge of Service Request ticketing systems
- Knowledge of reporting standards within Service Request ticketing systems
- Knowledge of hardware compatibility issues
- Knowledge of network topology
- Advanced knowledge of supported applications including the following Microsoft technologies: Windows Server, Active Directory, SQL, Exchange, Office 365, SharePoint, and other Microsoft core business applications
- Knowledge and experience with Office 365 platforms as well as other communication tools
- Knowledge of company policy and guidelines for technology
- Knowledge of software licensing terminology and requirements
- Knowledge of Utilize I.T., Inc. Human Resource and Payroll policies and tools
- Troubleshooting skills
- Computer and applicable software skills
- Documentation skills
- Proven customer service skills including effective communication skills, positive attitude, and adaptability to resolve problems, questions, conflicts, and suggestions creatively and diplomatically
- Communication and collaboration skills leveraging Office 365 tools and video conferencing
- Ability to identify and resolve technical issues in a timely and productive manner
- Ability to learn, support and keep current on new applications
- Ability to manage, supervise, and direct the work of employees, assessing the performance of self, other individuals, or department to make improvements or take corrective action
- Ability to give instructions to a non-technical audience
- Ability to effectively implement project planning and management principles
- Ability to communicate effectively, both oral and written
- Ability to maintain a professional manner when interacting with clients, vendors, staff, and other outside organizations
- Ability to work well with diverse populations

EDUCATION:
- Bachelor's degree from a regionally accredited institution
- Associate degree from a regionally accredited institution and four (4) years of directly related experience
- Six (6) years of related work experience, or an equivalent combination of training and experience.
- Two (2) years of supervisory experience required.
- Licenses and Certifications: A+ Certification, Net+ Certification and/or Microsoft 365 Fundamentals preferred.

ADDITIONAL “PERKS” TO CONSIDER:

Hybrid remote work from home, work onsite as needed in Houston HQ 2x a week or so.

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