Position Overview: We are seeking a Help Desk/Service Desk Manager to lead a team of 4 Service Desk agents and oversee remote support operations for offices in Los Angeles, San Francisco, Dallas, Washington D.C., and New York. Key responsibilities include managing IT systems such as SCCM, SolarWinds Service Desk, Office 365, and Active Directory.
Key Responsibilities:
Team Leadership: Provide guidance and mentorship to the Service Desk team to ensure exceptional customer service and technical support.
Operational Management: Oversee daily service desk operations, including ticket management and escalation procedures, to meet service level agreements.
Remote Support: Coordinate and provide remote support for multiple office locations.
System Administration: Manage and administer IT systems including SCCM, SolarWinds Service Desk, Office 365, and Active Directory.
Process Improvement: Continuously evaluate and improve service desk processes and procedures to enhance efficiency and customer satisfaction.
Vendor Management: Collaborate with external vendors to resolve technical issues and implement solutions.
Documentation and Reporting: Maintain accurate documentation of support procedures and generate reports on service desk performance.
Qualifications:
Bachelor's degree in Information Technology or related field.
5+ years of IT support experience, with 2+ years in a supervisory role.
Strong technical expertise in SCCM, SolarWinds Service Desk, Office 365, and Active Directory.
Proven leadership and communication skills.
Experience managing remote support operations is preferred.
ITIL certification or knowledge is a plus.
If you have the skills and experience to lead our Service Desk team, we encourage you to apply for this exciting opportunity.