Help Desk Operations Manager

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Secur-Serv

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • SaaS • Managed Services

Secur-Serv is a leading managed services provider specializing in IT solutions and cybersecurity services. The company offers a comprehensive suite of managed IT services including cloud optimization, data protection, and managed security services designed to help businesses protect their information and optimize their technology investments. With a focus on workplace modernization and addressing the IT skills gap, Secur-Serv empowers organizations of all sizes, from small businesses to enterprises, to thrive in a rapidly evolving digital landscape.

📋 Description

• Manage quality and customer experience for the Managed IT Help Desk • Manage support tickets, workflows, and team collaboration in a fast-paced technical environment • Work customer tickets as needed and assist technicians with technical or customer needs • Maintain scheduled ticket status and scheduled service calls • Follow up as first point of contact for negative ticket survey responses • Monitor active Help Desk tickets for quality • Monitor service-level agreements and communication metrics for technicians • Move or escalate tickets for technical, availability, or SLA resolution • Assist with inter-department ticket assignment • Balance Help Desk technician workload • Schedule and dispatch Field Service tickets and coordinate materials • Provide first point of contact for Field Service escalations • Build team cohesion and a high-performing customer support culture • Plan, direct, and coordinate assigned staff toward goals and objectives • Develop staff and provide guidance regarding client relationships and projects • Identify staff development and growth opportunities • Ensure appropriate staff training • Provide coaching, communication, feedback, and formal performance appraisals • Participate in selecting new employees to ensure adequate staffing • Manage team members according to corporate policies and procedures • Maintain an environment supporting productivity, engagement, and job satisfaction • Communicate direction to operations staff and management • Coordinate disciplinary actions with the Manager and People Department • Prepare and conduct periodic performance reviews • Implement and sustain process improvement

🎯 Requirements

• High School Diploma or GED • 2 years of IT Management experience • 2 years of Call Center experience • Experience leading a team, including hiring, training, and performance management • Basic understanding of project management principles • Ability to develop training programs and materials for help desk staff • Experience managing budgets and controlling costs related to help desk operations • Proficiency generating and analyzing reports to track help desk performance and identify areas for improvement • Understanding of IT systems, networks, and hardware/software troubleshooting • Proficiency using MS Office applications • Ability to handle customer issues professionally and efficiently • Ability to identify, analyze, and resolve complex technical issues • Strong verbal and written communication skills for technical and non-technical stakeholders • Ability to manage multiple tasks and priorities effectively • Must participate in on-call rotation • Familiarity with ITIL practices preferred • Experience managing relationships with external vendors and service providers preferred • Must be authorized to work in the United States without immigration sponsorship • Must be willing to submit to a post-offer background check and drug screen

🏖️ Benefits

• Professional and personal growth opportunities • Defined career path support • Internal and external training • Tuition reimbursement up to $5,250 • Copay medical plan option • HSA medical plans with employer contributions to HSA account • Dental insurance • Vision insurance • Company-paid life insurance • Company-paid short- and long-term disability coverage • 401(k) savings plan with generous company match • Vested on first day of eligibility in the 401(k) plan • Wellness program • Health insurance premium discount through wellness program

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume