Corporate Technologies is hiring a Service Desk Manager. This role will provide management for our Help Desk and NOC teams that deliver IT service support for SMB (Small and medium businesses) customers across the United States. We pride ourselves on giving recent IT graduates their first jobs in IT roles so the team will include people with 0 to 10 years of IT experience. We operate 24x7 for each of the 365 days of the year. The Help Desk and NOC have approximately 30-35 people across the 24x7 work week.

The type of person that should consider the role of Service Desk Manager at Corporate Technologies should have most or all of the following:

You’re a Team Builder – You’ve managed large teams(20-30 people) and you enjoy creating a collaborative environment where everyone is moving towards the same goals – resolving customer’s IT issues as quickly as possible and putting smiles on their faces.

You enjoy training/educating people – We believe that part of management is being able to train/coach/educate people on the team. We hire a lot of people fresh out of school because we love taking raw technical talent and giving someone their start in an IT career. We want someone who enjoys seeing the lightbulb go off in others as they expand their own knowledge and proficiency at resolving IT problems for our customers.

You’re a former technician – Although you won’t be resolving customer issues directly, we think having someone with technical experience is helpful. You’ll be able to better analyze the time it takes for a ticket/tech to resolve the issues. Also, this will identify areas where additional training may be necessary.

Data driven – You’re enjoy digging into the data and details. Ultimately, this role is evaluated on metrics, and there’s a bunch – ticket resolution times, by ticket types, by hours/day, CSAT rating, billable hours, etc. All of the information going into these reports is part of your responsibility. You should enjoy seeing the results of your team building and training in improved metrics for team members and the department.

You understand customer service – IT problems are what we solve at Corporate Technologies. We have customers that are frustrated by technology problems and our job is to fix them while putting a smile on their faces. You must understand the importance of the customer and can pick up the phone and speak to them when necessary. Background or training in soft skill development will be helpful.

You can be flexible with your work schedule – Although most of the days will be 8am-5pm or 9am-6pm, there will be times that you may need to come in early or work later. Our Help Desk is staffed 24x7 and we’d like someone that can have a little flexibility to spend time with more of the team members.

You’re a problem solver – Each day will present new challenges that require the ability to identify root causes of an issue and create a solution. You recognize that “common sense” isn’t that common and you’re “uncommon”.

You like free breakfast and lunch! - We have a cook and serve breakfast and lunch each day. We think it’s a great perk especially for our entry level IT team members.

Why Corporate Technologies?

Assuming you are the type of person that Corporate Technologies is looking for, let us tell you why you should work at our company:

We’re growing quickly – Corporate Technologies is a fast-growing company, on its way to being a national Managed Service Provider. In 2023 we grew from having customers in 5 markets to now being in 16 cities across the US. This means that there will be plenty of opportunity for career growth as well and possibly working in a different geographic location. Also, almost our entire management started at entry level roles when they joined Corporate Technologies. “Started from the bottom and now I’m here!’

We believe in work/life balance - We know our team members have lives outside the office and we want them to enjoy it. We think 8 hours is enough time to get our jobs done each day. Sure, there are times when we need to work late to get something accomplished or there may be issues that require “all hands-on the deck” but 98% of the time you should expect an 8-hour day.

We offer amazing services to our customers – We have comprehensive service offerings that take care of all the needs of our customers. Each service area has dedicated teams to ensure that our customers are being taken care of each day.We take immense pride in service delivery and are constantly evaluating ways to improve.

We’re well financed – In July 2023, we partnered with a well-known private equity firm that wants to help us grow. And as mentioned above - we’re growing.

We love small businesses – Our mission is “Empowering our customers with technology services that enable them to succeed.” We think SMBs are the lifeblood of the US economy. We want to help our customers grow by making sure their technology works and provides a strategic solution for their success.

We like to have fun - Yes we work hard but we also have fun. We have parties and activities outside the office to enjoy ourselves and to strengthen the relationships that we build at work. Here are some fun things we have done in the last 12 months - Bowling, Baseball games, Horse track racing, comedy clubs, going to a play and of course many BBQs.

We value integrity and responsibility - We like the expression, "If you say you're going to do something - do it." We believe in personal responsibility. We are a big company that is growing quickly and we like working with people that can own their role and responsibilities. With that being said, we’re a team and when you need a helping hand, you will find at least five reaching out.

Responsibilities

• Manage the help desk and RMM teams and evaluate performance.
• Ensure customer service is timely and accurate daily.
• Recruit, train and support help desk representatives and technicians.
• Set specific customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly and monthly reports on Service Desk’s team’s productivity.
• Provide consistent reporting on performance to internal teams including management.

Requirements and skills

• 4 years work experience as a Help desk manager or equivalent role
• Experience with help desk and remote-control software.
• 5 years of technical experience providing IT services/technical support to business networks.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills
• Team management skills of 15 people team size
• Data reporting experience with Power BI or other reporting/data analytics software
• BSc degree in Computer Science, Information Technology, or relevant field

OTE compensation $90,000 - $105,000 per year.

Job Type: Full-time

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Compensation package:

• Bonus opportunities

Experience level:

• 1 year
• 4 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Eden Prairie, MN 55346: Relocate before starting work (Required)

Work Location: In person