Soroc is seeking an IT Help Desk Manager on 3 months contract to hire or Direct Hire for a permanent fulltime job for a client in Charleston, SC.
Looking for an IT Help Desk Manager to come in and help with policy creation, ITIL, and standing up a Service Desk. Someone who has experience doing this previously will be important.
Primary Responsibilities: The IT Help Desk Manager is primarily responsible for leading the front-line support team and ensuring tickets are triaged, assigned, and updated for all ticket agents. The IT Help Desk Manager will ensure technical support for all employees, including onsite and remote employees.
Skills & Competencies
- 6+ years of Help Desk experience
- 3+ years of experience managing direct reports
- Proficient wit Microsoft 365 applications
- Experience using ZenDesk or a similar IT ticketing system
- Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience required.
- Solid technical background with an ability to give instructions to a non-technical audience
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills, to include IT documentation and explaining technical information to coworkers
- Intermediate knowledge of Word, Excel, Outlook, SharePoint and PowerPoint; advanced preferred
- Detail oriented, with the ability to produce high quality work in a deadline-oriented environment and an ability to multi-task
- Ability to prove critical thinking and problem solving concepts
- Knowledge in fair housing and local real estate laws, where applicable
Essential Job Functions
- Manage the help desk team and evaluate performance
- Maintain timely and accurate customer service on a daily basis
- Recruit, train and support help desk staff
- Set specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process
- Develop reporting for management on key help desk indicators
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on help desk team’s productivity
- Provide customer feedback to the appropriate internal teams, like product developers
- Other duties, as assigned by supervisor or leadership team
Key Metrics & Responsibilities
- Ticket closures per month, along with first contact resolution rate
- Ticket responses and assignment times
- Customer satisfaction score