IT MSP Helpdesk Manager

Confidential Employer | United States

Posted Date 9/16/2022
Description

Job description

Our client is seeking an experienced IT MSP Helpdesk Manager to manager their growing team of IT Technicians. This role hires, trains and manages the Technicians to service a wide variety of clients. The culture is very friendly and supportive, as indicated by a recent 3rd party Employee Survey. The role is remote, hybrid position in the Austin TX area. The candidate MUST reside in Texas.

Responsibilities

  • Manage the company helpdesk to ensure that all tickets are responded to and resolved in a timely manner according to company's standard operating procedures.
  • Manage all technicians assigned to you by the company.
  • Coordinate all onsite technician visits to client locations.
  • Ensure that each technician is appropriately trained for their job responsibilities
  • Develop and monitor a technical learning path for technicians to ensure constant learning growth.
  • Monitor how the technicians are communicating with clients to ensure consistent professional quality meeting company standards.
  • Ensure that the technicians have communicated with Clients as to the status of Helpdesk tickets and requesting from Clients any additional information needed from client.
  • Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
  • Establish and processes and procedures for efficient IT practices, including change management.
  • Assist in communicating with clients on technical issues, where appropriate, to ensure client understands any issue at hand, possible options for resolution, and expectation of time to resolution.
  • Other tasks as assigned.

Knowledge, Skills and Abilities

  • Ability to install, configure and maintain various computer system hardware and software.
  • In-depth knowledge of Microsoft Operating systems including Windows 8/10, Windows Server 2012/2016, Microsoft 365, Microsoft
  • office applications such as Outlook, Excel and Word, logical networking technologies such as Microsoft's Active Directory and Windows
  • Deployment Services.
  • Demonstrate competent Windows Server and Linux Server administration skills.
  • Experience with telephony/VoIP concepts and equipment.
  • Ability to build rapport and elicit problem details from help desk customers.
  • Demonstrate interpersonal skills and abilities particularly the ability to communicate technical information to non-technical personnel.

We look forward to hearing from you! Only qualified candidates will be contacted for an interview. Successful candidate must be willing to sign a background check release and provide proof of IT certifications.

Employment Type

Full-time

 
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