Job Title: IT Help Desk Manager
Join Our Dynamic Team!
Are you an experienced IT Help Desk Manager ready to lead a talented team in delivering exceptional technical support? This pivotal role offers the opportunity to shape the daily operations of our IT help desk, ensuring top-tier service for our employees, clients, and partners.
Key Responsibilities:
- Client Relationship Management:
- Serve as the primary contact for clients, building strong, trusting relationships to understand their needs and deliver tailored solutions.
- Proactively communicate to enhance client satisfaction and identify growth opportunities.
- Technical Support Leadership:
- Monitor key metrics such as ticket volume, resolution times, and customer satisfaction to drive continuous improvement.
- Establish and uphold IT help desk standards and processes, ensuring compliance with organizational policies.
- Provide technical guidance and escalate complex issues to ensure swift resolutions.
- Operational Excellence:
- Lead a high-performing team of up to 20 employees, fostering a culture of collaboration and exceptional service delivery.
- Oversee daily operations, including client requests and issue resolution, while maintaining an organized IT environment.
- Client Satisfaction and Value-Adds:
- Conduct satisfaction surveys and proactively resolve client issues to maintain high levels of service.
- Collaborate with internal teams to drive client-focused goals and introduce innovative best practices.
- Compliance and Development:
- Ensure adherence to contract terms and lead DEI initiatives, promoting an inclusive workplace.
- Champion continuous learning and development, encouraging team members to expand their skills.
Position Requirements:
- Bachelor’s Degree required; graduate degree preferred.
- 3+ years of experience in IT Help Desk Management, with a proven record of performance improvement.
- Strong leadership skills with the ability to build and maintain long-term client relationships.
- Excellent analytical skills, with experience in performance measurement and workforce management.
- Strong technical acumen, ideally within the legal industry.
Why Join Us?
- Impactful Role: Play a critical part in enhancing client satisfaction and service excellence.
- Growth Opportunities: We prioritize your professional development, offering resources for training and advancement.
- Collaborative Environment: Work with a diverse team of professionals committed to delivering outstanding service.
- Competitive Compensation: Enjoy a comprehensive benefits package and opportunities for occasional travel to our offices in Bethesda, Tysons, and Washington, DC.
If you’re ready to take on new challenges and drive exceptional service in a collaborative environment, we want to hear from you!
- Seniority Level
- Entry level
- Industry
- IT Services and IT Consulting
- Employment Type
- Full-time
- Job Functions
- Other
- Skills
- Help Desk Support
- Performance Measurement
- Key Metrics
- Customer Satisfaction
- Performance Improvement
- Workforce Management
- Trusting Relationships
- Communication
- Continuous Improvement