IT Helpdesk Manager - (Previous MSP Experience Needed)

TEKsystems•Phoenix, AZ

1d•$48 - $58•Onsite

About The Position

We are seeking an experienced IT Help Desk Manager for our Managed Service Provider (MSP) located in the Phoenix area. This role is crucial for managing the day-to-day operations of the Helpdesk, ensuring efficient and effective support for our clients.

Requirements

2+ years in Management / Supervisory Help Desk / Service Desk environment
Previous technical background in IT Service desk / IT Help Desk experience
Must have MSP / Managed Services experience, ideally management
Previous experience managing 5-10+ people

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 KPI’s.
Develop, evaluate and implement KPI’s.
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).