ITC Worldwide IT Help Desk Operations Manager
3 days ago
We are seeking a skilled IT Help Desk Operations Manager to oversee our technical support services, ensuring smooth and effective technology operations for our staff. Reporting to the Manager of Infrastructure and Operations, this role will handle incident management, develop efficient workflows, and drive innovative solutions to enhance user experience and optimize resource utilization.
About ITC WorldwideWe are a leading global provider of technical service and support, committed to empowering our clients through cutting-edge technology and exceptional service. Our dedicated team strives to deliver outstanding results, exceeding expectations and driving growth.
Job Responsibilities- Coordinate administrative and technical workloads for the help desk team, including procedure communication, training coordination, and quality assurance feedback.
- Manage all tickets in the queue and escalated calls from Tier 1 Technical Support to ensure prompt and effective resolution or follow-up.
- Provide updates on evolving customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
- Perform incident management, strategize efficient workflow, and ensure adequate staffing levels, including on-call needs and fill-in support from other team members.
- Serve as the liaison between team members, client management, and company management.
- Develop processes and documentation for help desk procedures.
- Evaluate user satisfaction and service delivery processes to identify areas of improvement.
- Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
- Prepare reports on help desk metrics and present them to management to inform business decisions.
- Leadership experience in managing technical IT staff.
- Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud.
- Proficiency in IT hardware and software troubleshooting.
- Familiarity with industry standards surrounding help desk reporting.
- Ability to analyze data and communicate metrics related to help desk performance.
- Excellent written and oral communication skills.
- Strong time management and delegation abilities.
We offer a competitive salary range of $85,000 - $110,000 per year, depending on experience, as well as a comprehensive benefits package, including health insurance, pension plan, and professional development opportunities. Join our dynamic team and contribute to delivering exceptional technology support services.
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