Online River, LLC ยท 4 months ago
Help Desk Manager
United States
Full-time
Remote
Mid Level
$26/hr - $34/hrOnline River, LLC is a company specializing in delivering innovative solutions and exceptional services to meet the diverse needs of clients. They are seeking a highly organized and customer-focused Help Desk Manager to lead their IT support team, ensuring efficient resolution of technical issues and improving the overall IT service experience.
Security & Investigations
No H1B
Security Clearance Required
Responsibilities
Manage Help Desk Team: Lead a team of IT support professionals, providing guidance, training, and performance management to ensure they meet service standards and resolve issues effectively
Prioritize Support Requests: Oversee the intake and prioritization of help desk tickets, ensuring that high-priority issues are addressed quickly and efficiently
Monitor Performance: Track key performance metrics (KPIs) such as ticket resolution times, user satisfaction, and adherence to service level agreements (SLAs)
Implement Best Practices: Develop and implement help desk processes, policies, and best practices to improve the efficiency and effectiveness of the support team
Escalate Issues: Handle escalations of complex technical issues, coordinating with other departments or external vendors to ensure swift resolution
Customer Service Excellence: Foster a culture of excellent customer service, ensuring that support staff maintain professional communication and a user-centric approach to problem-solving
Resource Management: Allocate resources effectively, including scheduling shifts, distributing workloads, and ensuring appropriate staffing levels
Technology and Tools: Oversee the deployment and management of help desk tools and technologies, ensuring they are up-to-date and optimized for performance
Training and Development: Provide ongoing training and development opportunities to help desk staff to improve their skills and stay current with new technologies and support strategies
Reporting: Prepare and deliver regular reports on help desk performance, issues trends, and areas for improvement to senior management
Qualification
Required
Proven experience as a Help Desk Manager or in a similar IT support leadership role
Strong technical knowledge of computer systems, networks, and related hardware/software
Exceptional customer service and communication skills
Experience with help desk software and ticketing systems
Strong problem-solving abilities and the ability to handle high-pressure situations
Ability to lead, mentor, and develop a team of IT professionals
Benefits
Medical Insurance
Vision and Prescription
Dental Coverage
Company
Online River, LLC
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase