IT Help Desk Manager

The IT Help Desk Manager is responsible for managing all aspects of Help Desk operations. In addition, this role will play a critical part in maintaining client relationships and providing support for new client onboardings. This role is primarily remote, except for scheduled on-site client visits. The ideal candidate would be located within 1.5 hours of Philadelphia.

MAJOR DUTIES AND RESPONSIBILITIES:

1. IT Help Desk Management

• Act as a technical escalation point for issues coming from the Help Desk
• Ensure efficient and effective resolution of tickets and service boards daily
• Act as relationship manager and resolve client level issues
• Become expert in our ticketing system and competent at training and developing others in the ticketing system
• Provide oversight of the ticket triage process, including following up with clients and getting feedback
• Monitor success rate of achieving SLAs
• Provide input toward development and refinement of Help Desk processes
• Analyze data on call and ticket trends, performance, and business metrics
• Prepare reporting (monthly and ad hoc)

2. Client Relationship Management

• Proactively manage client relationships
• Lead client check-in calls with clients
• Drive initiatives focused on client retention

3. Onboarding Project Management

• Create project plans for client onboardings using project template
• Lead onboarding kick-off call with clients and hold weekly check-in calls
• Lead internal team meetings to ensure onboardings are progressing to plan
• Must be able to understand client issues and provide sound recommendations

4. Other

• Maintain certifications and stay abreast of the industry trends to ensure the Help Desk is continuously improving
• Ability to multitask and remain calm under pressure
• Ability to occasionally work off shift, nights and/or weekends; on-call rotation.

REQUIRES SKILLS / COMPETENCIES:

A client success-focused individual with deep understanding and experience with all forms of IT including networking, servers, virtualization, workstations, mobile devices, etc.

Experience leading a team of technicians. This experience must include things such as reviews, raises, steps of discipline, and hiring/firing.

In-depth knowledge of service level agreements, ticket priorities, key performance indicators

Maintain certifications and stay abreast of the industry trends to ensure the help desk stays on the cutting edge.

Ability to multitask and remain calm under pressure.

Ability to occasionally work off shift, nights and/or weekends, on-call rotation.

Candidates will be expected to continue to earn industry certifications as part of this position (exam costs can be covered by the company)

REQUIRED QUALIFICATIONS:

• 8+ years IT support experience
• 3-5 years of Call Center management experience or Help Desk leadership experience
• 3+ years managing a team
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• High attention to detail
• Decision making ability
• Maintain clear and efficient communication with internal staff and customers
• Ability to set priorities and complete projects in a fast-paced environment
• Ability to work quickly, independently, and effectively with little direct supervision
• Committed to the highest standards of quality
• Proficiency in MS Office Suite, particularly Excel and PowerPoint

ADDITIONAL PREFERRED EXPERIENCE:

• Bachelor’s degree in computer science, information systems, or related field is required
• Industry certifications (Microsoft, Cisco, CompTIA, HDI, etc.) are preferred
• Candidates will be expected to continue to earn industry certifications as part of this position

BENEFITS:

• Health Insurance
• Paid Holidays and vacation
• Parental leave
• 401K with employer matching
• Flexibility to work from home
• Professional development assistance

About Ferrara IT

Ferrara IT is a rapidly growing full-service IT Managed Services provider based in Blue Bell, PA. We were founded with the goal of helping small and medium businesses grow by being a trusted and reliable IT partner.

We specialize in providing SMBs strategic IT planning, responsive Help Desk support, security & compliance and consulting and most importantly, by creating operational efficiency through the implementation of next-generation technology solutions and processes.

Job Type: Full-time

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan

Schedule:

• 8 hour shift
• On call

Education:

• Associate (Required)

Experience:

• IT Support: 8 years (Required)
• Help Desk Management: 3 years (Preferred)

Work Location:

• Multiple locations

Company's website:

• FerraraIT.com

Benefit Conditions:

• Only full-time employees eligible

Work Remotely:

• Yes

COVID-19 Precaution(s):

• Remote interview process
• Virtual meetings