Helpdesk Manager

Role: Helpdesk Manager

Location: Tulsa, OK (on-site)

Pay Rate Range: $65,000 - $85,000 / Annually

Benefits: The position is eligible for medical, dental, vision, and 401(k).

• Must be authorized to work in the United States now, and in the future, without assistance.
  
  

Are you looking for a growth opportunity for a reputable company with a positive work environment? Our client is looking for a Helpdesk Manager to join their team. Please contact us today to discuss this opportunity!

Job Summary: We are seeking a dedicated and experienced Helpdesk Manager to lead our IT support team. The ideal candidate will be responsible for managing the helpdesk operations, ensuring efficient resolution of IT-related issues, and maintaining high levels of customer satisfaction. This role requires strong leadership skills, technical expertise, and a customer-centric approach.

Key Responsibilities:

Leadership and Management:

• Supervise and mentor helpdesk staff, including recruitment, training, performance evaluation, and professional development.
• Establish and maintain helpdesk policies and procedures to ensure effective and efficient operations.
  
  

Service Delivery:

• Oversee daily helpdesk operations, ensuring timely and accurate resolution of user issues.
• Monitor helpdesk performance metrics and generate reports to track and improve service levels.
• Coordinate with other IT teams to resolve complex issues and improve overall IT support services.
  
  

Customer Service:

• Ensure a high level of customer satisfaction by providing excellent service and support.
• Act as a point of escalation for unresolved or critical issues, ensuring prompt and effective resolution.
  
  

Technical Expertise:

• Maintain up-to-date knowledge of IT systems, software, and best practices to provide expert guidance to the helpdesk team.
• Collaborate with IT management to implement new technologies and improve existing systems.
  
  

Project Management:

• Manage helpdesk-related projects, including system upgrades, deployments, and process improvements.
• Ensure projects are completed on time, within scope, and budget.
  
  

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT support, with at least 2 years in a managerial or supervisory role.
• Strong knowledge of IT service management frameworks (e.g., ITIL).
• Excellent leadership, communication, and interpersonal skills.
• Proven ability to manage and prioritize multiple tasks in a fast-paced environment.
• Experience with helpdesk ticketing systems and reporting tools.
• Technical proficiency in a variety of IT systems, including hardware, software, and networking.
  
  

No 3rd parties.

Why choose Addison Group?

• Pay: We negotiate high salaries using the US Bureau of Labor Statistics
• Benefits & Bonuses: You are eligible for medical, dental, and vision insurance benefits, 401K, and monetary bonuses
• Permanent Employment: Many of Addison’s job openings lead to potential permanent employment
• Connections: You connect directly with hiring managers from renowned organizations
• Options: You are presented with multiple employment options near your home
• Professional Development: You are provided hiring process advice, resume revision, and employment term negotiation
  
  

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.