help desk manager.
clive , iowa
posted 1 day ago
job detailssummary
$70,000 - $90,000 per year
permanent
bachelor degree
category computer and mathematical occupations
reference1046281
job detailsjob summary:Help desk manager to oversee help desk operations and tier 1 support. This position will be responsible for managing a team of support professionals, ensuring timely and effective resolution of client issues, tickets, and allocation of resources. Maintaining a high level of customer satisfaction and employee retentionKey Responsibilities:Team managementLead, mentor, and motivate a team of tier 1 engineers and help desk professionalsProvide ongoing support and trainingConduct employee performance reviews and provide consistent feedbackClient Support -Serve as the primary escalation point for issues and ticketsEnsure prompt resolution of client issuesMonitor ticket queues and allocate resources appropriately to meet SLA'sQuality AssuranceMaintain high standards of service quality and satisfactionMonitor customer feedbackTechnical Requirements:Help desk support experience and knowledgeStrong leadership and team management skillsstrong understanding of help desk software, ticketing systems, and ITILPowerbi dashboard and visualization experienceCertifications in ITIL or related certificates are a bonuslocation: CLIVE, Iowajob type: Permanentsalary: $70,000 - 90,000 per yearwork hours: 8am to 4pmeducation: Bachelorsresponsibilities:Help desk manager to oversee help desk operations and tier 1 support. This position will be responsible for managing a team of support professionals, ensuring timely and effective resolution of client issues, tickets, and allocation of resources. Maintaining a high level of customer satisfaction and employee retentionKey Responsibilities:Team managementLead, mentor, and motivate a team of tier 1 engineers and help desk professionalsProvide ongoing support and trainingConduct employee performance reviews and provide consistent feedbackClient Support -Serve as the primary escalation point for issues and ticketsEnsure prompt resolution of client issuesMonitor ticket queues and allocate resources appropriately to meet SLA'sQuality AssuranceMaintain high standards of service quality and satisfactionMonitor customer feedbackTechnical Requirements:Help desk support experience and knowledgestrong leadership and team management skillsstrong understanding of help desk software, ticketing systems, and ITILPowerbi dashboard and visualization experienceCertifications in ITIL or related certificates are a bonusqualifications:
Experience level:
Education: Bachelors
skills:
ManagerEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected] offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).Applications accepted on ongoing basis until filled.