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Career
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Help Desk Manager

Help Desk Manager

Arraya Solutions is looking for a Help Desk Manager to join our technology team! As the Help Desk Manager, you will oversee the delivery of the help desk team. This role will focus on managing the day-to-day activities of our call center and ticket queue. You will be responsible for hiring and mentoring technicians in our 24×7 service desk. This role will be the escalation point for our team of Level 1 technicians and work closely with our Service Desk and NOC to escalate issues.

This individual will play a key role in enabling our help desk. They will be responsible for empowering the team by raising issues that impact productivity. Acting as the champion for this team, they will seek to continue to raise the bar by establishing Key Performance Indicators and providing feedback to the team on coaching opportunities.

The successful candidate will be a people leader who is passionate about their team and its success!

Responsibilities

  • Manage remote work force
  • Manage the scheduling of Level 1 techs to ensure 24 x 7 coverage
  • Provide feedback to technicians on incident tickets
  • Establish a metrics driven team measured by KPIs
  • Review tickets for accuracy and drive consistency in delivery
  • Verify the availability of technicians to answer calls in our call center
  • Coach and mentor team by establishing training and career goals
  • Interview, hire, and onboard technicians
  • Conduct annual reviews for employees
  • Order and inventory laptop equipment and peripherals for internal employees
  • Identify and escalate opportunities for continual improvement on service delivery
  • Participate in onboarding of new customers to help desk services
  • Partner with peers on Service Desk and NOC to improve processes
  • Maintain and expand on established positive culture

Requirements

  • 5+ years’ experience with Incident, Request, Change, and Major Incident Management
  • 5+ years’ experience in a Help Desk role in 24×7 environment
  • 5+ years’ experience building and managing customer support teams
  • 3+ years’ experience in call center environment
  • Well-spoken and charismatic leader
  • ITIL v3 or v4 Certified, preferred not required
  • Knowledge of best practices and industry proven methodologies
  • Understanding of contract scope, boundaries, and agreements
  • Experience with procurement, asset management, and budgetary processes
  • Ability to influence others using thoughtful leadership and by setting the example
  • Ability to collaborate with other team members
  • Experience developing reports and dashboards to communicate with executive sponsors

Education and Training

  • College degree in Computer Science, Information Systems, Software Development, Project/Product Management, or Business Administration is preferred, or similar work experience

Position Type and Expected Hours of Work

  • This is a full-time, permanent position, 40 hours/week
  • This position can be 100% remote anywhere in the US and requires that you work EST hours. If you live locally to the corporate headquarters located in Blue Bell, PA it is preferred, but not required to work 85% remote with 15% requirement to be on site.

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Please send resumes and cover letters to hiring@arrayasolutions.com or CLICK HERE.