Summary: We are seeking a talented and experienced Help Desk Manager to join our team. The ideal candidate will have 3-5 years of proven experience managing an inbound call center and/or help desk staff. As a Help Desk Manager, you will be responsible for overseeing the day-to-day operations of our support team, ensuring excellent customer service, and implementing strategies to improve efficiency and customer satisfaction.

This is a direct hire position that will sit on site 2-3 days a week in Oakdale, MN and will pay up to $105,000 annually.

Key Responsibilities:

• Manage and lead a team of help desk representatives, providing guidance, mentorship, and support to ensure high performance and customer satisfaction.
• Develop and implement best practices for the help desk team, including standard operating procedures, escalation protocols, and quality assurance processes.
• Monitor and analyze help desk performance metrics, such as response times, resolution rates, and customer satisfaction scores, and take proactive steps to address any areas of improvement.
• Coordinate with other departments to resolve complex technical issues and ensure timely and effective resolution for customers.
• Collaborate with the IT team to identify recurring technical issues and work towards permanent solutions.
• Conduct regular training sessions for help desk staff to ensure they are equipped with the necessary skills and knowledge to provide exceptional support.
• Stay updated on industry trends and best practices in customer support and help desk management, and implement relevant improvements to our processes.
• Handle escalated customer complaints and issues, demonstrating strong problem-solving skills and a commitment to customer satisfaction.
• Prepare regular reports and presentations on help desk performance and key metrics for management review.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 3-5 years of experience in managing an inbound call center and/or help desk staff.
• Proven track record of improving help desk efficiency, customer satisfaction, and team performance.
• Strong leadership and people management skills, with the ability to motivate and develop a team.
• Excellent communication skills, both written and verbal, with a customer-focused approach.
• Solid understanding of ITIL framework and best practices in IT service management.
• Experience with help desk software and ticketing systems.
• Ability to work well under pressure and handle multiple priorities in a fast-paced environment.
• IT certifications such as ITIL, HDI, or CompTIA A are a plus.

Benefits:

• Competitive salary
• Health, dental, and vision insurance
• 401(k) retirement plan
• Paid time off and holidays
• Opportunities for career growth and development

If you are a dedicated and experienced Help Desk Manager looking for a new challenge, we encourage you to apply. Join us in providing exceptional support to our customers and driving continuous improvement in our help desk operations.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.