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Addison Group · 1 week ago

Helpdesk Manager

Broken Arrow, OK

Full-time

Onsite

Senior Level

$65K/yr - $85K/yr

5+ years exp

Addison Group is looking for a Helpdesk Manager to lead their IT support team. The ideal candidate will be responsible for managing helpdesk operations, ensuring efficient resolution of IT-related issues, and maintaining high levels of customer satisfaction.

Information TechnologyRecruitingStaffing Agency

Growth Opportunities

No H1B

Responsibilities

Supervise and mentor helpdesk staff, including recruitment, training, performance evaluation, and professional development

Establish and maintain helpdesk policies and procedures to ensure effective and efficient operations

Oversee daily helpdesk operations, ensuring timely and accurate resolution of user issues

Monitor helpdesk performance metrics and generate reports to track and improve service levels

Coordinate with other IT teams to resolve complex issues and improve overall IT support services

Ensure a high level of customer satisfaction by providing excellent service and support

Act as a point of escalation for unresolved or critical issues, ensuring prompt and effective resolution

Maintain up-to-date knowledge of IT systems, software, and best practices to provide expert guidance to the helpdesk team

Collaborate with IT management to implement new technologies and improve existing systems

Manage helpdesk-related projects, including system upgrades, deployments, and process improvements

Ensure projects are completed on time, within scope, and budget

Qualification

IT service managementHelpdesk ticketing systemsLeadership skillsTechnical proficiencyProject managementCustomer serviceCommunication skillsInterpersonal skills