Manager Help Desk
Manager Help Desk
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Salary Not Disclosed
1 Vacancy
Job Description
ATS is seeking a proactive and customerfocused Manager Help Desk Support Specialist to join our dynamic IT team. In this handson onsite role you will be the first point of contact for users providing essential infrastructure support to internal and external clients. Your primary responsibilities will include managing IT service requests troubleshooting technical issues and collaborating closely with team members on global projects. Complex issues will be escalated to senior engineers as needed ensuring seamless service and high user satisfaction.
- Leadership: Strong leadership and people management skills with the ability to inspire and motivate a team. Experience in performance management coaching and developing team members.
- Manager: Develop and manage call center assignments for inbound technical representatives as needed to meet or exceed minimum acceptable customer service levels established by management to ensure balanced and appropriate workflow across all available staff.
- Metrics: Provide ongoing training and mentorship to technical representatives in order to successfully achieve resolutions to clients technical concerns and issues in a timely and efficient manner.
- Reporting: Track and report on weekly and monthly key performance indicators (KPIs) established by management to include call handling statistics and other relevant metrics for measuring and improving customer contact experience
- User Support: Provide frontline support by interpreting evaluating and resolving technical inquiries related to installed applications hardware and software.
- Efficient Issue Resolution: Deliver prompt highquality service in a fastpaced highvolume help desk environment.
- Customer Service Excellence: Manage incident lifecycles while delivering exceptional customer service for supported business units and products.
- Knowledge Utilization: Resolve issues using internal knowledge bases external resources or team consultation as required.
- Escalation Protocols: Escalate unresolved cases to the appropriate support level within defined timeframes.
- FirstContact Resolution: Achieve productivity goals by resolving at least 80 of incidents at the first point of contact.
- Documentation & Ticketing: Maintain accurate records of service requests in a centralized ticketing system for efficiency and accountability.
- Diagnosis: Troubleshoot and diagnose problems promptly offering enduser training when necessary.
- Collaboration: Work with IT team members on global projects and share best practices.
- Process Documentation: Document processes solutions and procedures to support team continuity.
- Advanced Support Escalation: Refer complex service requests to upperlevel engineers when necessary
Qualifications :
Qualifications:
- Technical Knowledge: Foundational understanding of IP addressing DNS DHCP and router/switch basics.
- Microsoft 365 Experience: Competence in managing user accounts email troubleshooting and application support within Microsoft 365.
- Hardware & Network: Familiarity with computer hardware peripheral devices (e.g. printers scanners) and network components (e.g. modems routers).
- Troubleshooting Skills: Proven ability to diagnose and resolve technical issues related to desktops laptops servers and networking.
- Security Awareness: Knowledge of security best practices including password management antivirus and malware prevention.
- Data Management: Understanding of data backup and recovery processes.
- Analytical Thinking: Ability to approach technical issues with critical and logical problemsolving skills
- Additional requirements may exist if the offer of employment is extended
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
