Help Desk Manager

Pittsburgh, PA 15233

Posted: 08/25/2019 Employment Type: Contract Industry: Network Professional Job Number: 19176

Opening with our client for a Help Desk Customer Support Manager.

In this role, you will provide centralized support for all information technology services, systems, and business applications and ensure help desk teams provides top level customer service and support to internal and external clients


  • Manage help desk team and evaluate performance.
  • Recruit, train, coach, mentor, and support team members
  • Ensure customer service is timely and accurate on a daily basis
  • Perform common technical support duties including communicating with clients, diagnosing hardware and software issues, and troubleshooting complex problems.
  • Establish best practices through the technical support process and using ITIL methodology.
  • Provide data and reporting of KPI’s and trends to ITS department 
  • Work in collaboration with the Directors of Field Support Services to ensure an efficient and user focused desktop support service.
  • Develop timely and professional site wide communications on behalf of the help desk service department for promotion, maintenance, and known issues.


  • Bachelor’s Degree in computer science or related field or an equivalent combination of education and experience.
  • 3 to 5+ years of experience in help desk manager or similar support leadership or supervisory role
  • Direct experience with help desk ticketing systems
  • Excellent team management, interpersonal and communication skills.
  • Proficiency with ITIL framework and methodologies


Help Desk Manager - Service Desk - 19176


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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