Help Desk Manager

Dakota Supply Group•Fargo, ND

7d•$74,300 - $123,900•Onsite

About The Position

DSG is seeking a Help Desk Manager to join their IT team. In this full time, exempt position, work is typically performed during standard business hours, Monday through Friday, but will vary on occasion according to business needs. As a Help Desk Manager, you will oversee the day-to-day operations of the Help Desk by managing the help desk queue, monitoring, and assigning tickets to team members daily, as needed. You will help define and develop operating procedures for the Help Desk and build out a team that can support the duties of the Help Desk. DSG is a people-centric, customer-obsessed, and growth-focused wholesale distributor. With over 130,000 (and growing!) products, not only are we one of the most diversified suppliers in the upper Midwest, we also have expertise in electrical, HVAC, plumbing, waterworks, utility, communications, and more! We have fun, we are friendly, and we embody a culture that genuinely cares for people far beyond their job title. Our purpose is to serve fellow employee owners, our partners, and communities toward building a better America, one job at a time. We are proud to be 100% employee owned, with an Employee Stock Ownership Plan (ESOP) that gives our employee owners a unique opportunity to build their personal wealth in addition to a traditional retirement plan.

Requirements

Interpersonal skills, including telephone skills, communication skills, active listening, and customer-care.
Diagnosis skills of technical issues.
Technical awareness; ability to match resources to technical issues appropriately.
Understanding of support tools, techniques, and how technology is used to provide IT services.
Knowledge of DSG’s technical stack.
Self-motivation with the ability to work in a fast-paced environment; flexibility to work on several tasks throughout the day is required.
Teamwork to work well with other employee owners.
Adaptability for new or difficult situations and problem-solving skills to devise ways to overcome obstacles.
Understanding of the objectives of solutions DSG employs.
Ability to explain a solution to a technical employee owner.
Multi-tasking and prioritizing skills to manage projects and meet tight deadlines.
Diligence and firmness with high ethical standards.

Responsibilities

Receive and respond to helpdesk tickets, calls, and messages.
Delegate tasks to team members to ensure help desk tickets are completed to standards.
Define key performance indicators for the Help Desk team.
Work closely with the engineers and help desk issues escalations.
Lead and direct Help Desk employee owners to appropriate duties and tasks.
Exhibit DSG’s Core Values.
Accomplish team results by communicating job expectations, planning, monitoring and appraising job results; coaching, counseling and motivating employee owners.
Monitor performance of employee owners according to established standards.
Participate in hiring decisions and conduct performance reviews of the Help Desk team.
Provide reporting, recommendations and goals to the IT Leadership Team and always be looking for ways to improve DSG Help Desk services.
Improve customer service, perception, and satisfaction.
Document internal processes and procedures related to duties and responsibilities.
Additional duties as assigned.