Title and Introduction

Job Title: Help Desk Manager
Department: Managed Services

Time Commitment: Full-time
Reports To: Chief Operating Officer
FLSA Status: Exempt
Location: Bellefontaine, OH

Approved By/Date:

Summary

This role manages a team of dispatchers and technicians to efficiently and effectively deliver exceptional client support while resolving client initiated incidents and alerts within managed or professional service agreements. As a part of this management, the Help Deks Manager is also responsible for providing high-level technical assistance to the team and optimizing processes and tools in support of SLA response.

Essential Duties and Responsibilities

Essential Duties and Responsibilities include the following:

• Manage the service desk team’s daily activities
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team
• Oversee the dispatch process of service requests to ensure full utilization of technical resources
• Improve usage of IT Support resources and increase productivity of the team
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Perform customer follow-up to verify final resolution and determine satisfaction level
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
• Provide accurate reports and metrics to company management on SLAs
• Coach and develop team members
• Contribute to the continuity of computer services by providing the necessary technical leadership
• Drive problem investigations and resolution as required
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
• Design and maintain process documentation for the service desk team
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.

Additional Duties

• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Escalate service desk issues to the COO as required
• Involvement in the design and building of new services
• Develop training programs to develop and refine the skills of the service desk team
• Facilitate regular service desk team meetings and service board reviews
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as it occurs
• Review and approve the service desk team’s time and expenses sheets in ConnectWise
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as activities, service tickets, or project tickets into ConnectWise
• Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Soft Skills:

• Knowledge of IT applications, processes, software, and equipment
• A strong belief in ethical business principles
• Skill in leading people and getting results with a strong customer orientation
• ITIL or Help Desk Institute certification
• Exceptional analytic and problem solving skills
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Service awareness of all organization’s key IT services for which support is being provided
• Familiarity with ConnectWise PSA
• Self-motivated with the ability to work in a fast-moving environment

Supervisory Responsibilities

This position has direct supervisory responsibilities of Support Desk Technicians and Dispatcher(s).

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Compensation

This is an exempt position. Compensation includes a base salary commensurate with experience and participation in the company’s profit sharing program.

Equal Opportunity Employer

NetGain Information Systems Company is an Equal Opportunity Employer.