Evolve, LLC
IT Help Desk Manager
Evolve, LLC, Memphis, Tennessee, us, 37544
Job Description:
The IT Helpdesk Manager will be responsible for leading our Helpdesk team. This role will involve overseeing the daily operations of the IT support function, ensuring efficient and effective resolution of technical issues, and providing exceptional service to internal staff and end-users. The IT Helpdesk Manager will manage a team of IT support specialists, drive continuous improvement, and collaborate with other IT departments to enhance the overall user experience.
Main Job Tasks and Responsibilities
: Supervise, mentor, and evaluate a team of IT Support Specialists, ensuring high levels of performance and professionalism. Oversee the resolution of technical support requests, ensuring issues are logged, prioritized, and resolved within defined SLAs. Develop and implement best practices for helpdesk operations, including incident tracking, troubleshooting, escalation procedures, and knowledge base management. Maintain high standards of service delivery, ensuring users receive timely and effective technical support, and addressing any feedback or concerns. Provide training and guidance to helpdesk staff, ensuring continuous improvement of technical skills, customer service, and communication. Prepare regular reports on helpdesk performance, including ticket resolution times, user satisfaction, and recurring issues, and suggest improvements based on metrics. Handle complex technical issues and escalate them to senior IT teams or vendors as needed. Oversee the installation, configuration, and troubleshooting of software applications, operating systems, hardware, and network connectivity. Manage helpdesk resources and tools effectively, ensuring the team has the necessary equipment and access to relevant systems. Work closely with IT infrastructure, cybersecurity, and other relevant teams to resolve user issues and implement IT solutions across the organization. Ensure that all IT support processes align with company security policies and compliance requirements. Assist with the creation of awareness training and review final materials for accuracy. Other duties as assigned. Education and Experience
:
Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). Proven experience (5+ years) in an IT support or helpdesk role, with at least 2 years in a managerial or supervisory position. Strong understanding of IT systems, software, and hardware troubleshooting. Proficiency with helpdesk software and ticketing systems (e.g., ServiceNow, Jira, Zendesk). Familiarity with network troubleshooting, cloud technologies, and ITIL framework is a plus. IT certifications such as ITIL, CompTIA A+, or other relevant credentials are preferred. Key Competencies:
Excellent leadership, organizational, and communication skills. Ability to manage multiple priorities and projects while maintaining high-quality service. Strong problem-solving skills and a proactive approach to identifying solutions. Ability to communicate technical information to nontechnical personnel.
The IT Helpdesk Manager will be responsible for leading our Helpdesk team. This role will involve overseeing the daily operations of the IT support function, ensuring efficient and effective resolution of technical issues, and providing exceptional service to internal staff and end-users. The IT Helpdesk Manager will manage a team of IT support specialists, drive continuous improvement, and collaborate with other IT departments to enhance the overall user experience.
Main Job Tasks and Responsibilities
: Supervise, mentor, and evaluate a team of IT Support Specialists, ensuring high levels of performance and professionalism. Oversee the resolution of technical support requests, ensuring issues are logged, prioritized, and resolved within defined SLAs. Develop and implement best practices for helpdesk operations, including incident tracking, troubleshooting, escalation procedures, and knowledge base management. Maintain high standards of service delivery, ensuring users receive timely and effective technical support, and addressing any feedback or concerns. Provide training and guidance to helpdesk staff, ensuring continuous improvement of technical skills, customer service, and communication. Prepare regular reports on helpdesk performance, including ticket resolution times, user satisfaction, and recurring issues, and suggest improvements based on metrics. Handle complex technical issues and escalate them to senior IT teams or vendors as needed. Oversee the installation, configuration, and troubleshooting of software applications, operating systems, hardware, and network connectivity. Manage helpdesk resources and tools effectively, ensuring the team has the necessary equipment and access to relevant systems. Work closely with IT infrastructure, cybersecurity, and other relevant teams to resolve user issues and implement IT solutions across the organization. Ensure that all IT support processes align with company security policies and compliance requirements. Assist with the creation of awareness training and review final materials for accuracy. Other duties as assigned. Education and Experience
:
Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). Proven experience (5+ years) in an IT support or helpdesk role, with at least 2 years in a managerial or supervisory position. Strong understanding of IT systems, software, and hardware troubleshooting. Proficiency with helpdesk software and ticketing systems (e.g., ServiceNow, Jira, Zendesk). Familiarity with network troubleshooting, cloud technologies, and ITIL framework is a plus. IT certifications such as ITIL, CompTIA A+, or other relevant credentials are preferred. Key Competencies:
Excellent leadership, organizational, and communication skills. Ability to manage multiple priorities and projects while maintaining high-quality service. Strong problem-solving skills and a proactive approach to identifying solutions. Ability to communicate technical information to nontechnical personnel.