Infojini Inc · 15 hours ago
Help Desk Manager
Ocoee, FL
Contract
Onsite
Entry, Mid Level
2+ years expInfojini Inc is seeking a Help Desk Manager to oversee the daily operations of their support team. The role involves managing team activities, improving processes, and ensuring high-quality service delivery to customers.
Information Technology
Hiring Manager
Farzana Shaikh
Responsibilities
Manage the day-to-day activities of their team, including prioritizing support, delegating work, monitoring, and reporting trends, including security incident awareness, and ensuring efficient service delivery by leveraging the IT support specialists
Serve as a high-level resource for their team and the main escalation point for customer service-related issues
Assists with the monitoring and tracking of inventory for the Information Technology cost center
Work closely with the IT leadership to identify areas for improvement in the processes, and workflows to implement strategies, to enhance overall efficiency, user satisfaction, and service quality
Monitor, analyze, and suggest improvements to work processes, for improved efficiencies, while keeping the knowledge library updated for the best experience for our customers and our IT team members
Collaborate with other IT departments to ensure that all service tickets are resolved and responded to promptly for the specified unit
Performs Quality Assurance on customer incidents onsite or at remote sites, by ensuring that Service Level Agreements are met
Responsible for coordinating and scheduling audiovisual setups and video conferencing support
Travel to remote locations to provide support, as needed
Perform other duties as assigned
Qualification
Required
High school diploma or equivalent
Minimum two years' experience in customer service and quality assurance
Minimum one year of supervisory experience managing staff and projects
Previous experience using a ticketing system that manages support requests and monitoring trends
Ability to manage multiple priorities and work independently or as part of a team
Capacity to perform in high-pressure situations, with strong organizational and time-management skills
Strong technical troubleshooting skills with hardware and software issues
Understanding of help desk processes and service management principles
Supervisory skills, including the ability to motivate, develop and empower team members
Onsite hours of operation are between 7:00 am and 6:00 pm, Monday through Friday
Preferred
IT Enterprise experience is preferred
additional certifications or relevant education is a plus
Company
Infojini Inc
Infojini Inc. delivers innovative IT Services and Solutions to empower startups, Fortune 500 companies, and global enterprises.
501-1000 employees
H1B Sponsorship
Infojini Inc 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
2025 (6)
2024 (12)
2023 (11)
2022 (5)
2021 (10)
2020 (21)
Funding
Current Stage
Late StageRecent News
Baltimore Business Journal
2023-11-04
Company data provided by crunchbase