Service Desk Manager - Sterling, United States - Solvere One/HouseCall

Solvere One/HouseCall Sterling, United States

1 week ago

Description

Job Description

About the Company

Solvere One has established a top-level brand focusing on network security and proactive management solutions as a chosen IT services and consulting provider. Solvere One focuses on corporate partnership, proactively managing technology that proves vital for business productivity and growth while reducing the cost of IT ownership. We provide executive-level, white-glove support.

We offer competitive compensation and an extraordinary benefits package, including health, dental, vision insurance, 401K, flexible spending accounts, metro benefits, paid holidays, three weeks of paid time off, and more.

Job Description:

Solvere One is seeking an experienced Service Desk Manager to manage their growing team of IT Technicians. This role trains and manages the Technicians to service various clients. Responsibilities are listed but not limited to the following.

Essential Responsibilities

Manage the company helpdesk to ensure that all tickets are responded to and resolved promptly according to the company's standard operating procedures.
Train and manage/support help desk technicians, including conducting Employee Performance Evaluations.
Develop and monitor a technical learning path for technicians and mentor the technicians to ensure consistent learning and growth.
Guide technicians in troubleshooting IT issues
Set and model specific customer service standards
Coordinate all onsite technician visits to client locations
Monitor how the technicians are communicating with clients to ensure consistent professional quality, meeting company standards
Ensure that the technicians have communicated with Clients as to the status of Helpdesk tickets and requesting from Clients any additional information needed from the client
Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary
Establish processes and procedures for efficient IT practices
Assist in communicating with clients on technical issues, where appropriate, in ensuring the client understands any issue at hand, possible options for resolution, and expectation of time to resolution
Conduct daily/weekly stand-up meetings and other routine team meetings
Provide reports to management regarding departmental performance statistics and metrics
Provide customer feedback to appropriate internal teams
Other duties as assigned

Experience Required:

Network configuration and troubleshooting
Hardware support and troubleshooting
SAN management
HyperV and VMware ESX
Microsoft Exchange Additional Qualifications:
Web presence management
Apple/Mac support
Broad experience in various IT areas (e.g., Windows desktop environment, Active Directory, mobile authentication tools, remote desktop tools, etc.) - is preferred over limited experience in one area only.
Excellent communication, presentation, and interpersonal skills with both technical teams and non-technical business leaders
Triage and appropriately escalate complex issues to Tier 2, Tier 3, and Management.
Proactively monitor client technology infrastructure to identify and resolve issues before downtime occurs.
A self-motivated, proactive, and results-driven approach

This position is NOT entirely a desk job. Employees will be expected to interact with clients daily in various capacities and are required to travel within Northern Virginia. Professionalism and courteousness are necessary. Excellent verbal and written communication skills are required.

We do provide technical training in several areas where a foundation already exists. Our principal requirement, however, is that every applicant is proficient in general systems administration support.

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