IT Help Desk Service Manager – Elevate your career by leading the forefront of IT support excellence!
Do you have a passion for providing top-notch technical support and ensuring seamless IT operations? Does the challenge of managing a dynamic help desk team and optimizing IT service delivery excite you? If your idea of fun is resolving technical issues and enhancing customer satisfaction, we have the perfect opportunity for you!
We are seeking a highly motivated and experienced IT Help Desk Service Manager to oversee and manage our company’s IT help desk operations. This individual will be responsible for ensuring the delivery of high-quality technical support and customer service to our employees. The ideal candidate will have strong leadership skills, extensive technical knowledge, and professional experience in managing a help desk team.
The IT Help Desk Service Manager will work in a dynamic, fast-paced environment requiring flexibility and the ability to manage multiple tasks. This role may require occasional evening and weekend work to address critical issues or support major projects.
Location: Tempe, AZ
Status: Full-Time, Employee
Relevant Work Experience: 5+ Years
Hours: Monday – Friday, 8am-5pm
Salary: $70,000 to $90,000 per year
We are actively hiring for this position at our Tempe AZ office to serve clients globally.
We want candidates who:
- Have extensive experience in managing IT help desk operations and providing technical support.
- Are skilled in troubleshooting and resolving a wide range of technical issues.
- Have strong leadership abilities and can effectively manage and motivate a team of help desk technicians.
- Are excellent communicators who can explain technical issues to non-technical users.
- Are committed to continuous improvement and staying updated with the latest IT support trends and best practices.
Complete the following with your application for priority processing:
Thank you for your interest in the Service Manager role at Snap Tech IT. It is important to our culture to engage with new talent and understand how we can best communicate in the interview and provide insight in their employment development. Please click this link and take 7-8 minutes to complete this simple 2 question survey, along with submitting your application. Applicants who complete the survey will be given priority in the interview process. Complete Survey
What will you do?
- Leadership and Management: Lead and manage a team of IT help desk technicians, providing guidance, support, and development opportunities to ensure the team delivers exceptional service.
- Incident Management: Oversee the resolution of IT support requests, ensuring that issues are logged, prioritized, and resolved in a timely and efficient manner.
- Service Level Agreements (SLAs): Develop, track, and report on key performance indicators (KPIs) to ensure SLAs are met or exceeded.
- Process Improvement: Continuously evaluate and improve help desk processes and procedures to enhance service delivery and customer satisfaction.
- Technical Support: Provide advanced technical support and troubleshooting assistance to help desk technicians and, when necessary, directly to end-users.
- Training and Development: Develop and implement training programs for help desk staff to ensure they have the necessary skills and knowledge to perform their roles effectively.
- Customer Service: Foster a customer-centric approach to IT support, ensuring that all interactions are professional, courteous, and focused on resolving user issues.
- Resource Management: Manage help desk resources, including staff scheduling, workload balancing, and resource allocation.
- Documentation: Maintain comprehensive documentation of help desk procedures, policies, and issue resolution processes.
- Collaboration: Work closely with other IT teams and departments to ensure seamless service delivery and resolution of complex issues.
Qualifications:
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- Experience: Minimum of 5 years of experience in an IT help desk or technical support role, with at least 2 years in a management or supervisory position.
- Technical Skills: Strong knowledge of computer systems, networks, operating systems, and software applications.
- Leadership Skills: Proven ability to lead and motivate a team, manage performance, and drive continuous improvement.
- Customer Service: Excellent customer service skills, with a focus on understanding and addressing user needs and concerns.
- Communication: Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users.
- Problem-Solving: Exceptional problem-solving and troubleshooting abilities, with a methodical approach to diagnosing and resolving issues.
- Time Management: Excellent organizational and time management skills, with the ability to manage multiple priorities and tasks simultaneously.
- Certifications: Relevant IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified Professional) are preferred.
Benefits include group medical/dental insurance, paid vacation, holidays, personal & sick time, retirement contribution and training reimbursement. Our generous compensation plans are structured as salary plus bonuses for meeting utilization, compliance and customer service requirements, with initial compensation commensurate with relevant experience.
About Snap Tech IT:
Since 2001, Snap Tech IT has provided tech support to businesses in Atlanta, Phoenix, and San Francisco, and we are growing fast—at a rate of 15 percent year over year. As we expand operations from coast to coast, we have great opportunities for savvy IT professionals. You will join a proven team owned by industry thought leaders who share their IT industry knowledge on the local and national stage. You’ll find them right down the hall, working side-by-side with the rest of the team to build an incredible company. Our goal: to create an environment where people love to work, and to extend that passion to our clients as their trusted IT partner.