FULL JOB DESCRIPTION
Join a dynamic and supportive team at our Cleveland-based client as an IT Service Desk Manager!
With your unique combination of technology and people skills, you'll play a crucial role in delivering exceptional technical support and building lasting relationships with employees. Apply today and join a company that values your unique contributions!
POSITION OVERVIEW
As the IT Help Desk Manager, you'll lead and support the help desk team to ensure top-notch technical support. You will be responsible for hiring, training, supporting, and leading the help desk services team. With excellent interpersonal and conflict management skills, you'll be a valuable asset to the team. Enjoy a work-life balance that's valued and say goodbye to monotonous work environments!
A DAY IN THE LIFE
As the IT Help Desk Manager, you will:
- Manage and support a team of help desk technicians:
- Tier 1 – Basic remediation and troubleshooting – one touch tickets.
- Tier 2 – Generalist in technical ability but deeper knowledge to troubleshoot.
- Senior – Specialists and advanced troubleshooting to be primary escalation.
- Maintain relationships with team members and customers.
- Create and support a team culture by developing employee engagement to improve overall team morale.
- Train team members in company procedures and best practices.
- Monitor and manage the escalation of service tickets as needed to escalation teams.
- Prepare and conduct annual performance reviews as well as mentor and properly coach team members as needed.
- Prepare for and hold team meetings to discuss metrics and other team building activities.
- Use reporting/dashboards to monitor, manage, and report on KPI’s in order to understand team performance and workload.
- Monitor the reporting/dashboards to reward team members for excellent customer satisfaction.
- Work to follow ITIL framework and utilize its best practices for team operations.
YOU WILL BE SUCCESSFUL WITH:
- 4-year degree in a Technical or Business field
- 5+ years of experience as an IT Service Manager or senior Support Technician
- Familiarity with Microsoft 365 and Windows Server operating systems
- Excellent organization and leadership skills
- Outstanding communication abilities
- Ability to design and implement effective policies to achieve consistent team results
- Knowledge of ITIL is a plus to progress the maturity of the team
INTERESTED BUT NOT SURE?
We know the confidence gap can get in the way of meeting spectacular candidates, so please don’t hesitate to apply – we’d love to hear from you! For any follow up questions email your Recruiter MARK KRUSINSKI JR directly at markjr@emeraldresourcegroup.com or call at 440-627-6920.
Looking for a different role? Check out hot vacancies here www.emeraldresourcegroup.com and navigate to our "Careers" page.
**WHY EMERALD RESOURCE GROUP**
We are more than just a talent scouting agency. We believe that the key to a company's success is its people, and our mission is to match exceptional candidates with exceptional companies. With over 25 years of experience, we have built a reputation as an industry leader in IT recruiting, working with a diverse range of clients from startups to Fortune 500 companies. This means more and better opportunities for you to take your career to the next level. Don't just take our word for it, check out our hot vacancies and see for yourself on our website at www.emeraldresourcegroup.com and navigate to our "Careers" page. Choose Emerald Resource Group for excellence in IT recruiting.
Let’s keep in touch!
- Twitter: @EmeraldRG
- LinkedIn: @Emerald Resource Group
- Facebook: @Emerald Resource Group
**FOR HIRING MANAGERS - Are you struggling to find top IT talent for your team? Let us take the burden off your shoulders. Simply send us the job description for the open positions you're trying to fill, and our expert recruiters will work tirelessly to find the perfect fit for your company. Don't miss out on the opportunity to bring on exceptional IT professionals - contact us today!
