IT Support Manager, Help Desk Hybrid

ID Logistics US•Atlanta, GA

7d•Hybrid

About The Position

The Manager of Support (Help Desk) is responsible for leading and managing the help desk team to ensure the delivery of high-quality technical support to clients and internal staff. This role involves overseeing daily operations, developing support strategies, and ensuring service level agreements (SLAs) are met. The ideal candidate will have strong leadership skills, extensive experience in IT support, and a commitment to customer service excellence.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
2-3 years of experience in IT support, with at least 3 years in a management role.
Strong understanding of ITIL or other service management frameworks.
Excellent leadership, communication, and interpersonal skills.
Proven ability to manage and develop a high-performing team.
Experience with help desk ticketing systems and remote support tools.
Strong problem-solving and analytical skills.
Commitment to delivering exceptional customer service.

Nice To Haves

Certifications such as ITIL, HDI, or similar.
Experience in a fast-paced, high-volume support environment.
Familiarity with various operating systems, networking, and enterprise applications.
Knowledge of cybersecurity principles and practices.

Responsibilities

Lead, mentor, and manage a geographically dispersed team of IT Service Desk/Warehouse Support team members, ensuring staff are trained, motivated, and equipped to perform their roles effectively.
Conduct regular performance evaluations and provide feedback to team members.
Develop and implement strategies to improve team performance and customer satisfaction.
Oversee daily support team operations, ensuring timely and effective resolution of technical issues.
Monitor ticketing system and ensure tickets are assigned, escalated, and resolved within SLA guidelines.
Develop and maintain IT Support policies, procedures, and documentation.
Ensure high levels of customer satisfaction by setting and maintaining service standards.
Act as an escalation point for complex or high-priority issues.
Collect and analyze customer feedback to identify areas for improvement.
Develop long-term plans for IT support, aligning with the company’s goals and objectives.
Implement best practices and innovative solutions to enhance the efficiency and effectiveness of IT Support.
Collaborate with other departments to ensure seamless support for cross-functional initiatives
Generate and analyze reports on IT support performance, identifying trends and areas for improvement.
Present findings and recommendations to senior management.
Use data to drive decision-making and continuous improvement.
Stay updated on the latest technology trends and tools relevant to IT support.
Evaluate and recommend new technologies to improve support services.
Ensure the IT Support team is proficient with current tools and technologies.