Help Desk Manager

Beaver Falls, PA 15010

Posted: 05/08/2019 Employment Type: Direct Hire Industry: HELP DESK Job Number: 18458
New opportunity available for an experienced Help Desk Manager.

Essential Functions
  • Manage the help desk team and ticketing process and evaluate performance
  • Ensure customer service is timely and accurate on a daily basis
  • Establish and administer service desk level agreements
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Oversee development of the help desk documentation portal;  Build usage guides and FAQ lists
  • Recruit, train and support help desk representatives and technicians
  • Build and establish training and development programs to increase technical and business acumen 
  • Bachelor's degree in a related field is preferred
  • 5+ years hands-on experience in help desk support
  • Minimum of 3 years’ of supervisory or lead service desk experience in a fast-paced, highly interactive environment
  • Team management skills
  • Solid technical background with an ability to give instructions to a non-technical audience
  • Customer-service oriented with a problem-solving attitude
  • Some travel may be required

Help Desk Manager - 18458
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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