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, laptops, and printers to ensure they perform optimally.

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

• Guide, cross-train, and manage Help Desk Specialists.

• Keep users updated on progress and recommendations.

• Diagnose, isolate, document, and resolve issues reported by users.

• Recognize problem trends and propose solutions to senior management.

• Execute hardware and software installations.

• Support and refine Help Desk policies and procedures.

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

• Construct and maintain PC systems.

• Provide training and documentation for hardware and software applications.

• Foster customer service collaboration between Information Systems and other corporate departments and branch locations.

⛳️ Requirements

• Bachelor's Degree or an equivalent combination of education and experience.

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

• Familiarity with a help desk environment.

• Experience with large-scale ticketing systems.

• Extensive knowledge of Windows servers, workstations, laptops, printers, standard Microsoft applications, and hardware maintenance.

• Outstanding verbal and written communication abilities.

• Exceptional customer service skills, including telephone etiquette and active listening.

• Capability to collaborate within a team and encourage teamwork.

• Strong planning, organizational, and prioritization skills.

• Proficient in Microsoft Office applications.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• Supportive work environment that values collaboration and growth.