Help Desk Manager

Help Desk Manager

Charlotte, NC – On Site

Full Time – Permanent Position

Job Summary:

The Technology Help Desk Manager leads the IT support team, ensuring efficient operation and timely resolution of technical issues. They provide hands-on technical support, manage the team, and prioritize excellent customer service.

Qualifications:

• Minimum of 5 year’s experience in a technical support role, preferably in a help desk environment.
• Proven expertise with M365, Windows 10/11, macOS, iOS, printers, copiers, and networking concepts.
• Strong knowledge of IT systems, networks, and applications.
• Proficiency in help desk software and tools.
• Experience with remote support and troubleshooting techniques.
• Excellent written and verbal communication and interpersonal skills.
• Strong leadership, analytical, and problem-solving skills.

Responsibilities and Duties:

Leadership and Management:

• Supervise and mentor help desk staff, providing guidance, training, and foster a positive and collaborative work environment.
• Coordinate and prioritize help desk activities to ensure prompt and efficient resolution of user issues.
• Develop and implement help desk policies, procedures, and best practices.

Technical Support:

• Troubleshoot and resolve hardware, software, and network issues for M365, Windows 10/11, macOS, iOS, printers, copiers.

Customer Service:

• Ensure a high level of customer satisfaction by monitoring support interactions and addressing customer feedback.
• Act as an escalation point for complex technical issues and provide advanced troubleshooting assistance.

Operations:

• Manage help desk resources, including staffing, scheduling, and budgeting.
• Monitor help desk performance metrics and generate reports to track and improve service levels.
• Maintain up-to-date knowledge of industry trends and emerging technologies to improve support services.

Collaboration:

• Work closely with other IT teams to resolve systemic issues and implement long-term solutions.
• Liaise with vendors and service providers to ensure the timely delivery of products and services.
• Participate in IT projects, contributing to the design and implementation of new systems and services.

Device Management:

• Manage all hardware leases, including tracking expiration dates, scheduling device swap-outs, and coordinating with vendors. Maintain accurate inventory records and ensure devices are properly configured and deployed.

About Jones Grove

Jones Grove brings over 25 years of dedicated Information Technology recruiting to the marketplace and that has led us to place virtually every function within an IT organization.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.