Job description

Central Texas Technology Solutions is seeking a Helpdesk Manager to support its rapidly growing client base. The Helpdesk Manager is responsible for leading our technical support team to provide excellent customer service and resolve all technical issues.

Candidates 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 to perform well in this position. The candidate should be able to ensure high quality technical support and increase client satisfaction. This position requires a high level of independence and strong client service and skills. Organizational ability is important to keep track of all tasks, as the job requires a great deal of multi-tasking. We also require accurate and timely tracking of client work, service calls, and related documentation including timesheets.

Responsibilities:

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Review and interview potential technical hires and recommendations to senior management
• Facilitate regular service desk team meetings and service board reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Design and maintain process documentation for the service delivery team
• Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs.
• Manage the service delivery team's daily activities as well as the dispatch process of service requests.
• Manage service ticket triage, dispatch, and escalation process, and align to SLA objectives.
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively.
• Escalate service desk issues to the Director of Technical Services as required.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Drive problem investigations and resolution as required.
• Responsible for service scheduling, escalation, and client satisfaction
• Active role in daily management of all services calls
• Ensure quality and profitable services are performed to the agreed SLA
• To ensure that systems, processes and methodologies are followed according to company guidelines.
• To provide reports on an agreed schedule to Senior Management and clients
• Provide technical mentorship and coaching to the service team.
• Understand overall service desk and support objectives, as well as the role of each team member.
• Assist in the development of technical support engineers from a career perspective.
• Develop training programs to develop and refine the skills of the service desk team.
• Perform Quarterly one on ones & annual reviews with service team members.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

Qualifications:

• Proven leadership ability to include mentoring, coaching, counseling, and team building skills.
• Interpersonal and soft skills: good verbal/written communication, phone etiquette, typing, listening, planning, time management, and execution skills.
• Ability collaborate and communicate effectively.
• Self-motivated with the ability to effectively prioritize and execute plans and tasks in a fast-paced, high-pressure, dynamic environment.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Knowledge of IT applications, processes, software, and equipment.
• Knowledge and experience in call center environments.
• Knowledge and experience in cross-functional management methods and techniques
• Strong organizational, presentation, and client service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6–12-month time span.
• Skill in leading people and getting results with a strong client orientation.
• Willing to work occasionally and/or be on call overtime, holidays, and weekends.

Credentials and Experience:

• Bachelors or Associates degree in Management or IT Field, OR Three to eight years related experience OR Equivalent combination of education and experience.
• Preference given to candidates with professional certifications, such as: PMP, Microsoft MCTS & MCITP, Cisco CCNA, VMware VCP, or equivalent experience.

Applicant may be required to work both remotely and onsite and must have reliable transportation.

Central Texas Technology Solutions offers a competitive salary, bonuses, health care & retirement benefits. If you are interested in joining a profitable, growing, fun and dynamic company, we want to hear from you!

Job Type: Full-time

Pay: $67,250.00 - $82,250.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Georgetown, TX 78626: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Leadership: 3 years (Required)
• Customer service: 3 years (Required)
• Technical support: 3 years (Required)

Work Location: One location

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