Help Desk Manager
The Help Desk Manager is responsible for ensuring the seamless functioning of Emergicon’s internal IT support services. This position supervises a small team of two (2) individuals who offer technical support and assistance to our workforce of just over 100 employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Implement strategies to improve service quality, response times, and customer satisfaction.
• Supervise a team of two help desk professionals, ensuring high levels of motivation, engagement, and performance.
• Conduct regular performance reviews and provide constructive feedback to direct reports.
• Collaborate with IT management to align help desk initiatives with broader organizational goals.
• Develop and implement asset management strategies and policies to ensure effective management of company assets.
• Ensure compliance with company policies, procedures, and security protocols.
• Foster a positive and collaborative work environment within the help desk team.
• Recruit, hire, and train staff.
• Other job-related duties as assigned.
EDUCATION AND EXPERIENCE REQUIRED
• Bachelor’s degree in information technology, computer science, or related field.
• Minimum of three (3) years’ experience in IT support.
• Must have at least two (2) years’ experience serving in a supervisory or management role.
• Proficient with Active Directory, Microsoft Office applications, Microsoft Windows, and ticketing systems.
• Experience with Fresh Service and/or Fresh Desk is a plus.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
• Ability to thrive in a fast-paced and dynamic environment.
• Proven leadership and team management skills.
• Commitment to providing exceptional customer support.
• Excellent written and verbal communication skills.
• Ability to explain technical issues to technical, and non-technical, staff.
WORKING CONDITIONS
• Position requires working on a computer for long periods while sitting or standing at a desk.
• Must be able to lift up to 50 lbs.
WORK LOCATION
This is an on-site position located in Terrell, Tx with the ability to work remotely one day per week.
Emergicon requires satisfactory pre-employment drug screening and background check.