Manage Help Desk personnel, metrics and objectives to successful outcomes across a diverse client base. Support Manager also serves in the Help Desk providing both technical guidance and resolution of tickets, management of high-level incidents/outliers and overflow when needed.
Employee Type: Salary, Full Time
Pay: $50k to $70k annually
Rich and flexible medical/dental with a Health Savings Account option.
Paid Vacation, Sick and Holiday time
Retirement: 401k with 4% match and discretionary profit sharing.
Certification assistance & continuing education benefits
Cell phone reimbursement
Kitchen, pool table, snacks and bean juice/wakey wakey/cupped lightning (coffee)
Personal IT purchasing employee discount
Team bonding events
General Work Schedule: 8am-5pm M-F
Position Roles & Responsibilities
Day-to-day Service Desk and Field Support management and leadership.
Hire/fire/promote/train and evaluate assigned personnel; work with employees to correct deficiencies.
Identify opportunities for improving service delivery methods and procedures; review with Services Director; implement improvements.
Manage key Support Services functions and personnel
Develop and maintain technical relationship with customer points of contact(s).
Technical guidance of outliers.
Work tickets in times of overflow
Technical leadership and experience supporting a wide variety of on premise and cloud based technologies.
Experienced coach/helping others play to their strength.
Sets clear expectations/give employees clear line of sight
Provides praise and appreciation
Delegates, trusts others, holds others accountable.
Sets the example: work, culture, pace, execution, follow up etc.
Willingness and comfort in navigating and managing outliers: technical, operational, relationships.
IT acumen with attention to detail
Steadfast unflustered demeanor