Red Cedar Consultancy, LLC ยท 7 hours ago
Help Desk Manager
United States
Full-time
Remote
Senior Level
5+ years expRed Cedar Consultancy, LLC is focused on sustaining, enhancing, and modernizing the customers' Recruiting Information Support System. The Help Desk Manager will oversee daily operations, supervise analysts, and improve processes to ensure effective helpdesk performance and customer satisfaction.
Cloud InfrastructureInformation TechnologyTraining
Responsibilities
Oversee the daily operations of the helpdesk, ensuring adequate staffing levels are maintained during designated working hours to meet service level agreements
Supervise and mentor Help Desk Analysts, providing guidance, training, and performance feedback to enhance their technical skills and customer service abilities
Monitor ticket queues and escalations, identifying trends and potential service disruptions, and taking corrective actions to ensure timely resolution of incidents
Develop, implement, and continuously improve helpdesk processes and procedures, including ticket management, escalation protocols, knowledge management, and reporting
Conduct regular customer satisfaction surveys to gather feedback on helpdesk performance and identify areas for improvement, providing charts and graphs to PM
Analyze helpdesk performance data, including ticket volume, resolution times, and customer satisfaction, to identify trends, bottlenecks, and opportunities for optimization
Qualification
Required
Minimum of 5+ years of experience serving as a Help Desk Manager in a regulated and compliant environment
Help Desk Management
Customer Service
Process Improvement
Data Analysis
Reporting
Preferred
ITIL Foundation certification preferred
CompTIA A+ (IAT Level I) certification preferred
Company
Red Cedar Consultancy, LLC
Red Cedar is an SBA 8(a) and HUBZone certified Small Disadvantaged Business providing IT services in the areas of Cloud, Infrastructure Engineering & Operations, Application Development & Maintenance, Cybersecurity, Data Analytics, Network Engineering and Operations & Training services to U.S.
51-200 employees
H1B Sponsorship
Red Cedar Consultancy, LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2020 (6)
Funding
Current Stage
Growth StageCompany data provided by crunchbase