Help Desk Manager

SmartPTT is looking for an experienced Help Desk Manager to lead our help desk team and ensure efficient and effective technical support for our clients and internal users. The Help Desk Manager will oversee help desk operations, manage support staff, and implement best practices to enhance customer satisfaction.

Key Responsibilities:

• Manage the daily operations of the help desk team, including scheduling, training, and performance management.
• Develop and implement support policies, procedures, and standards to improve service quality.
• Serve as the escalation point for complex technical issues and coordinate resolutions in a timely manner.
• Monitor help desk performance metrics and prepare reports to identify trends and areas for improvement.
• Collaborate with IT and other departments to ensure seamless service delivery.
• Maintain a knowledge base of common issues and solutions to aid in faster problem resolution.
• Ensure high levels of customer satisfaction through effective communication and issue resolution.

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

• Proven experience in managing a help desk or technical support team.

• Strong understanding of IT support processes, ticketing systems, and customer service principles.

• Excellent leadership, communication, and interpersonal skills.

• Ability to handle high-pressure situations and prioritize tasks effectively.

• Experience with help desk software and remote support tools.

• Strong problem-solving skills and a customer-oriented mindset.

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• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources
• Stock Option Plan