Phase V Consulting INC Help Desk Manager Remote · Full time

We are seeking a Help Desk Manager to join our team! You will resolve computer-related issues for your clients.

Description

General Accountabilities

  • Provide technical assistance with computer hardware and software
  • Resolve issues for clients via phone, in person, or electronically
  • Recommend hardware and software improvements
  • Track customer issues and resolutions
  • Organizes, directs, and monitors daily activities of help desk staff.
  • Distributes workload to help desk team; monitors and reviews performance.
  • Monitors service calls to observe help desk staff’s demeanor, technical accuracy, and conformity to company policies; provides feedback as needed.
  • Monitors and analyzes productivity of help desk staff; generates reports based on analysis.
  • Fields questions from help desk staff and clients; recommends solutions to customer/end user issues.
  • Establishes procedures, prepares and coordinates schedules, and expedites workflow.
  • Maintains records of help desk requests and complaints.
  • Possesses and maintains thorough knowledge of computer product information.
  • Performs other related duties as assigned by management.


Job Qualifications

  • Previous experience in IT, customer service, or other related fields
  • Ability to build rapport with clients
  • Strong troubleshooting and critical thinking skills
  • Positive and professional demeanor
  • Education: Bachelor's degree in a related field or comparative relative experience
  • Experience: Two to four years of related experience


Skills

  • Excellent written and oral communication skills
  • Critical thinking
  • Judgment and decision making
  • Monitoring
  • Complex Problem Solving
  • Management of personnel resources
  • Systems analysis/evaluation


Salary

$60,000 - $75,000 per year