Helpdesk Manager

Pacific Office Automation•Beaverton, OR

28d•Onsite

About The Position

Pacific Office Automation is the largest independently owned document imaging and technology dealers in the nation Since 1976 we have grown to over thirty branches located in eleven western states OR WA CA AZ NM NV UT ID CO TX & HI With over 40 years of success in office equipment and technology salesservice our growth and reputation have afforded us great relationships with top manufacturers such as Canon Sharp Konica Minolta HP Ricoh Lexmark and many more At Pacific Office Automation you will find an amazing technology company full of growth opportunities great benefits and passionate coworkers who aim to help you succeed Among our company goals we aim to be a long term employer That means providing employees with the training and certification they need to keep up with the fast changing technology of our office machines devices and software At POA we believe that all voices can and should be heard regardless of seniority or tenure Position Are you someone who knows your way around managing IT projects has a high attention to detail organizational skills and can provide outstanding customer service Come Join POAs dynamic and growing IT team As Helpdesk Manager you will be responsible for the successful delivery of our IT managed services customers Helpdesk For this position we are seeking an individual who possesses a unique mix of strong IT technical service management and support abilities within an IT ecosystem combined with solid hands on technical experience

Responsibilities

Monitor and respond quickly and effectively to requests received through the IT helpdesk
Manage the operation and organization of the Helpdesk
Conduct performance evaluations to monitor delivered results from the Helpdesk
Attend team meetings with technical staff
Mentor coach and develop team members
Document internal procedures
Ask educated questions and listen to customers to determine root cause of issues
Become a technical escalation for IT team members
Train incoming staff
Report significant and recurring issues to the tier 1 2 3 support team
Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to customer to ease in troubleshooting
Advise team members on appropriate actions
Follow standard help desk procedures
Follow up with customers and users to ensure complete resolution of issues
Redirect problems to correct resource
Contribute to improving customer support by actively responding to queries and handling complaints
Evaluate and review the overall performance of the Helpdesk thru KPIs
Develop evaluate and implement KPIs
Identify and escalate situations requiring urgent attention
Track and route problems and requests and document resolutions
Prepare activity reports
Inform management of recurring problems
Stay current with system information changes and updates
Help update training manuals for new and revised software and hardware
Develop a positive working environment
Provide great customer experience
Ensure customer services is timely and accurate daily
Communicate work and collaborate with different stakeholders Technicians Customers Technical Account Managers and Sales Representatives