Help Desk Manager
BCS365 · Rockland, Massachusetts ·
- Work mode
- Remote
- Employment
- Full time
- Category
- Support
- Experience
- 3+ years
- Visa sponsorship
- No
Manages a help desk team of field service technicians and technical support analysts, ensuring timely, SLA-driven resolution of client technical issues while overseeing hiring, training, scheduling, and performance reporting. Requires 3-5 years managing IT support; ITIL certification and MSP/MSSP experience preferred.
The primary role of the Help Desk Manager is to lead a help desk team, overseeing customer services and ensuring the timely response and resolution of technical issues and requests. The help desk team includes field services technicians and technical support analysts. A key aspect of their role involves maintaining a problem-solving attitude to ensure high-quality technical support. They focus on enhancing client satisfaction by efficiently resolving technical issues, timely ticket response and rapid call handling.
Key Considerations:
Key Considerations:
- Must be authorized to work in the U.S.
- This is a full-time, direct hire position.
- Schedule: Monday - Friday, 8:00 AM - 5:00 PM (ET).
- Compensation Disclaimer: The pay range listed for this position is based on market data and reflects the company’s good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages.
- Supervise and manage the help desk team who delivers the end user technical support, including hiring, training, and performance monitoring.
- Ensure that technical issues are resolved in a timely and effective manner to meet SLAs and deliver best-in-class operations.
- Monitor help desk performance metrics and customer feedback.
- Develop and implement policies and procedures for the help desk team.
- Work with other departments to identify and implement technical solutions to customer needs.
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or on an ad hoc basis.
- Prepare work schedules to ensure sufficient coverage, such as holiday coverages.
- Stay up-to-date with the latest trends and technologies in the help desk field.
- Available off hours as necessary.
- Onsite work at nearby office may be required.
- Other duties as assigned.
- Bachelor’s degree in Computer Science, Information Technology, related field, or equivalent job experience.
- 3-5 years in managing a help desk or IT support team.
- Relevant industry certifications, such as ITIL.
- Ability to effectively and efficiently organize time and resources to complete work accurately, thoroughly, and on time, detailing deliverables and tasks accordingly.
- Aptitude to analyze and adjust work processes or methods to accommodate changes in work requirement.
- An ability to provide leadership, direction and coaching to others to enable achievement of objectives empowering them to undertake tasks whilst maintaining accountability.
- An ability to communicate and exercise appropriate influence with senior stakeholders of the client, including the ability to explain technical issues in an accessible manner.
- Experience working for an MSP or MSSP preferred
- Insurance Coverage: Health, Dental, Vision, Life/AD&D, Short-Term Disability, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
- Paid Time Off (Vacation, Holidays, Birthday)
- 401k Retirement Plan with Company Match
- Paid Parental Leave
- Flexible Spending Account, Health Savings Account
- Peer-to-Peer Recognition
- Learning and Development
- Pet Insurance
- Fun On and Off-Site Events
- Referral Bonus Program
- Employee Assistance Program