Help Desk Manager

Beaver Falls, PA 15010

Posted: 03/28/2019 Employment Type: Direct Hire Industry: HELP DESK Job Number: 18192
Opening with our client for a Help Desk Manager.

The ideal Help Desk Manager candidate will have a Bachelors’ Degree and 5 or more years of hands on technical support experience along with some leadership and experience overseeing help desk teams.

As a Help desk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Responsibilities

  • Manage the help desk team and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Recruit, train and support help desk representatives and technicians
  • Set specific customer service standards
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Establish best practices through the entire technical support process
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers

Requirements, Background and Experience

  • Bachelor’s Degree IT related area
  • 3-5 years of work hands on help desk or technical support experience
  • At least 1 years of experience in a service or help desk supervisory or leadership role
  • Experience providing technical support for Windows environment
  • Customer-service oriented with a problem-solving attitude
  • Strong mentoring and team building skills
  • Excellent communication, interpersonal, and time management skills


Help Desk Manager - 18192

Oxford Solutions is a professional staffing firm that specializes in the placement of talented professionals into challenging, career-enriching opportunities. We're based in Pittsburgh, PA, but we have openings with major clients located nationwide. We provide multiple avenues of employment to include contract, contract-to-hire and direct placement. Our well-trained staff of recruiters will work with you to help land your first job or your dream job and strive to always affect people's lives in a positive way.

Matthew Whalen

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