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IT Helpdesk Manager

Company: LanceSoft Inc
Location: Fort Worth
Posted on: January 27, 2023

Job Description:

Job Title: IT Helpdesk Manager
Location: Fort Worth, TX, 76107

Job Summary:
The service/help desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Job Requirements:

  • Associates degree in Computer/Technical Field (experience may be substituted for education)
  • 5 years minimum experience in an IT Service/Help Desk with at least 3 of those years as a supervisor/lead role
  • IT Certifications strongly preferred (Current CompTIA A+, CompTIA Network+, ITIL V3 Foundations)
  • Healthcare industry a plus
  • Local candidates close to Fort Worth
  • Position is in office/onsite
  • This position requires superior customer service, interpersonal, and communication skills.
  • Collaboration, professionalism, and the ability to work with all levels of people.
  • Person must be a high energy, high performing leader and have a positive attitude.
  • The ideal candidate is a leader that can demonstrate experience building a high performing service desk team with superior response times.

    Key Responsibilities

    • Primary responsibility is to ensure help desk meets targets and expectations for customer service and support performance.
    • Meet customer expectations for service desk
    • Resolve their issues in a reasonable and agreed-upon timeframe
    • Provide courteous and consistent service
    • Keep customer informed, in language that is not technical jargon, about how their issue will be resolved
    • All members of the service desk will take ownership of their issue.
    • Effectively manage, develop, and train the service desk team.
    • Ensure all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
    • Conduct assessments to evaluate progress of the help desk. Facilitate continuous process and service improvements
    • Share status reports on help desk performance.
    • Actively support business-wide and IT objectives by being involved in cross-functional initiatives
    • Demonstrate commitment to quality and regular quality improvements
    • Ability to communicate with senior IT management
    • Communicate as escalation point - managing complaints, suggestions, and compliments; and, perhaps most importantly, often service as the face, or voice, of the organization to customers.

Keywords: LanceSoft Inc, Fort Worth , IT Helpdesk Manager, Executive , Fort Worth, Texas

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