- Proper Ticket Etiquette and Priority:
- Establish and enforce best practices for handling support tickets, including professional communication, timely responses, and thorough issue resolution.
- Develop and maintain a system for prioritizing support tickets based on urgency and impact on business operations.
- Time Management:
- Optimize scheduling and resource allocation to ensure timely resolution of support issues.
- Mentoring Help Desk Technicians:
- Provide ongoing training, coaching, and mentorship to help desk technicians to enhance their technical skills and customer service abilities.
- New Hire Onboarding:
- Develop and implement a comprehensive onboarding program for new help desk technicians.
- Department Process Documentation and Improvement:
- Document standard operating procedures (SOPs) for help desk processes and workflows.
- Regular Department Meetings:
- Organize and lead regular team meetings to discuss performance metrics, challenges, and opportunities for improvement.
- Communication with Upper Management:
- Provide regular updates to upper management on help desk performance, including key metrics, trends, and areas for improvement.
- Extensive experience in technical support or IT help desk management.
- ConnectWise
- Microsoft Windows desktop support, remote desktop applications
- Microsoft Server
- Microsoft Office products
- Troubleshooting network workstation and application issues
- Active Directory
- Back Up solutions
- Apple products
- Mobile device support
- Competitive salary and benefits package including 401k.
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Experienced Help Desk Manager - Fresno, United States - McMillan Consulting
Description
Job Title: Experienced Help Desk Manager
Location: Fresno, California
This is a full time, in office position.
Company: McMillan IT Engineering, a leading Managed Services IT company specializing in high-end network engineering, client infrastructure support, help desk services, and IT outsourcing solutions. We have a 30+ year track record of excellence in the Central Valley and we are looking to expand our team.
Overview: We are seeking an experienced Help Desk Manager to lead our team of dedicated help desk technicians. The ideal candidate will possess strong leadership skills, excellent technical knowledge, and a passion for providing exceptional customer service. This role will involve overseeing day-to-day operations of the help desk, ensuring proper ticket management, mentoring team members, and collaborating with upper management to drive departmental improvements.
Key Responsibilities:
Provide guidance and support to help desk technicians in maintaining high standards of customer service.
Identify opportunities for process improvements and implement solutions to streamline help desk operations.
Qualifications:
Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
Proven leadership abilities, with experience mentoring and developing team members.
Familiarity with help desk ticketing systems and IT service management (ITSM) best practices.
Collaborative and dynamic work environment.
Chance to work with cutting-edge technology and industry-leading clients.
McMillan IT Engineering is an equal opportunity employer and welcomes applications from individuals of all backgrounds and experiences. We are committed to fostering an inclusive and diverse workplace where everyone feels valued and respected.