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Job Title: IT Helpdesk Manager
Location: Northeast Atlanta, near Spaghetti Junction
Position Type: Full-Time
Reports To: Director of IT
Job Summary:
We are seeking a highly motivated and experienced IT Helpdesk Manager to lead our helpdesk team. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for providing top-notch IT support. The IT Helpdesk Manager will be responsible for managing the day-to-day operations of the helpdesk, ensuring prompt and efficient resolution of technical issues, and maintaining high levels of customer satisfaction.
Key Responsibilities:
Team Leadership:
Supervise, mentor, and lead a team of IT helpdesk technicians.
Conduct regular performance evaluations and provide ongoing training and development.
Foster a positive team environment and promote a culture of continuous improvement.
Helpdesk Operations:
Oversee the daily operations of the IT helpdesk, including ticket management, escalation procedures, and resolution timelines.
Develop and implement helpdesk policies, procedures, and best practices.
Monitor helpdesk metrics and KPIs to ensure high performance and customer satisfaction.
Technical Support:
Provide advanced technical support and guidance to helpdesk technicians and end-users.
Troubleshoot and resolve complex technical issues in a timely manner.
Ensure that all support requests are documented, tracked, and resolved according to company standards.
Customer Service:
Maintain a strong focus on customer service and satisfaction.
Act as the primary point of contact for escalated customer issues and ensure timely resolution.
Gather and analyze customer feedback to improve helpdesk services.
Technology Management:
Collaborate with other IT departments to ensure seamless integration and support of technology systems.
Stay current with industry trends and emerging technologies to keep the helpdesk team updated.
Manage helpdesk software and tools, ensuring they are effective and up-to-date.
Reporting and Documentation:
Prepare and present regular reports on helpdesk performance, trends, and areas for improvement.
Maintain accurate records of helpdesk activities, including ticket logs, resolutions, and customer interactions.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- 7+ years of experience in IT support, with at least 2 years in a supervisory or management role.
- Strong technical knowledge of computer systems, networks, and software applications.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to manage a team and handle multiple priorities in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
- Experience with helpdesk software and ticketing systems. Experience with AutoTask is a plus.
Working Conditions:
- Office environment with occasional requirements for local travel to client sites.
Application Process:
Interested candidates should submit a resume and cover letter detailing their qualifications and experience. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
We offer 401K with matching, health insurance benefits, a car allowance, competitive salary-based wages, challenging work, career opportunities, a pleasant work environment and ongoing training. We are a drug-free company; screening is mandatory. Salary is dependant upon skills and experience of the applicant. Please reply with your resume. A reliable car or truck is required.
Job Type: Full-time
Pay: $80,000.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Tuition reimbursement
Experience level:
Schedule:
Experience:
- Help desk: 7 years (Required)
- Management: 2 years (Required)
Ability to Commute:
- Atlanta, GA 30360 (Required)
Work Location: In person