Senior Help Desk Manager - remote

Job Title: Senior Help Desk Manager

Location: 100% Remote

Duration: Full Time

Our client is seeking a Senior Help Desk Manager to oversee their remote help desk team.

Job Summary:

We are looking for an experienced Senior Help Desk Manager to join a growing and dynamic software company. The manager will oversee the remote help desk and provide technical support to clients. Responsibilities include recruiting, training, supporting, and leading the team. The help desk manager will also manage ticket escalation and resolve any technical issues in partnership with the infrastructure and and business unit teams. This is a Direct-Hire (Remote) role.

Responsibilities:

• Managing and supporting a team of help desk technicians
• Mentoring a team, providing training, and conducting performance evaluations
• Monitoring team performance and developing feedback reports for management
• Troubleshooting and resolving technical issues
• Managing escalations and ensuring issues are resolved in a timely manner while setting expectations with clients
• Making recommendations to improve operational efficiency

Required Skills and Experience:

• Bachelor's degree in computer science, IT or related field
• Minimum 10 years of experience in IT or IT related fields
• Minimum 3 years of experience managing a help desk/support team
• Excellent leadership and people management skills
• ITIL framework knowledge
• Experience with manufacturing ERP Systems (Epicor, Infor, IQMS, QAD)
• Working knowledge and understanding of HALOITSM (preferred)
• Steel service center business (preferred)
• Strong customer service skills
• Excellent analytical and troubleshooting skills