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Help Desk Manager
5 days agoWhat's your preference?
Job Description
- Req#: HELPD006583
Employer Industry: Environmental Engineering and Construction
Why consider this job opportunity:
- Salary up to $158,000 depending on location and experience
- Opportunity for career advancement and growth within a leading environmental solutions firm
- Primarily remote work environment provides flexibility
- Supportive and collaborative work culture focused on innovation and client service
- Comprehensive benefits package, including a pre-employment background check and drug test
- Chance to make a meaningful impact on environmental solutions for communities and industries
What to Expect (Job Responsibilities):
- Manage and oversee daily operations and performance of Help Desk Tiers 1-2, ensuring high-quality ticket resolution and adherence to KPIs and SLAs
- Lead, develop, and mentor a team of Help Desk Analysts in a collaborative remote work environment
- Serve as the executive point of contact for technical support, including escalation and incident management
- Maintain up-to-date documentation and knowledgebase articles to enhance self-sufficiency and support readiness
- Track, analyze, and report on service desk incidents and trends to identify areas for improvement
What is Required (Qualifications):
- Minimum of 8 years related work experience in IT or a related field
- Experience in a high operational call center, Help Desk, or network operations center (NOC)
- Proven ability to manage a Service Desk team, balancing operations and project work
- Bachelor's degree in IT or related field or equivalent experience and/or certifications
- ITIL Foundations certification is required
How to Stand Out (Preferred Qualifications):
- Experience implementing and maintaining an ITSM platform
- Strong project management and change management skills
- Extensive technical expertise in desktop hardware, software, and networking solutions
- Proven track record of implementing ITSM and enterprise ticketing systems
- Capability to handle high ticket volume while maintaining customer service standards
#EnvironmentalEngineering #HelpDeskManagement #RemoteWork #CareerGrowth #ITSM #CustomerService
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