Help Desk Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the Help Desk to guarantee comprehensive and prompt first-level support for hardware, software, and network issues faced by end users.

• Supervise servers, workstations, notebooks, and printers to maintain optimal operational performance.

• Deliver second-level technical assistance and guidance to Help Desk Specialists.

• Train, mentor, and manage Help Desk Specialists.

• Keep users updated on the status and suggestions to avoid repeated inquiries.

• Analyze, document, and resolve issues reported by users.

• Recognize problem trends and propose solutions to senior management.

• Conduct installations of hardware and software.

• Support and improve Help Desk policies and procedures.

• Ensure that Help Desk tracking software accurately logs support calls and projects.

• Assemble and maintain personal computer systems.

• Offer training and documentation for hardware and software applications.

• Foster collaboration and customer service between Information Systems and various departments and branch offices.

• Execute other tasks as assigned.

⛳️ Requirements

• Bachelor’s Degree or a comparable combination of education and experience.

• At least six (6) years of relevant experience.

• Experience in a help desk setting.

• Familiarity with large-scale ticketing systems.

• Strong understanding of Windows servers, workstations, notebooks, printers, standard Microsoft applications, and hardware maintenance.

• Exceptional verbal and written communication abilities.

• Outstanding customer service skills, including effective telephone and listening capabilities.

• Capability to collaborate within a team and encourage teamwork.

• Strong planning, organizational, and prioritization skills.

• Proficient in Microsoft Office applications.

🏝️ Benefits

• Comprehensive health insurance offerings.

• Retirement savings plan with employer contributions.

• Opportunities for professional development and training.

• Flexible work schedule options.

• Paid time off and holidays.