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

Soroc Technology jobs

Information Technology Help Desk Manager