What are the responsibilities and job description for the Help Desk Manager position at Nuvia MSO LLC?
Role
- Reports to the Director of IT and serves as a primary point of contact for day-today IT support operations.
- Oversees the entire internal Help Desk process for Operations, including process creation, training, and implementation.
- Collaborates with project managers and launch technicians to align as a unified IT support team.
- Serves as a trusted IT liaison for department heads, ensuring needs are heard, documented, and acted upon.
Responsibilities
- Oversee day-to-day IT support operations through Zoho Desk, including managing ticket flow and response times.
- Collaborate and coordinate with IT Vendors, ensuring accountability and timely escalation of technical issues.
- Identify and eliminate IT roadblocks—internal or vendor-related—by removing obstacles and escalating appropriately.
- Conduct regular check-ins with department heads to gather feedback, assess satisfaction, and prioritize ongoing IT support needs.
Results
- High-resolution rate and satisfaction scores in Zoho Desk; low aging ticket backlog.
- Streamlined coordination and improved performance with SLA targets consistently met or exceeded.
- Clear escalation paths and reduced downtime across all locations, especially during high-impact issues.
- Consistent delivery of IT support that aligns with department-specific workflows and expectations.
Requirements
- Proven experience managing Help Desk systems (preferably Zoho Desk) and driving ticket resolution performance.
- Strong troubleshooting and escalation skills with a sharp eye for identifying patterns and systemic issues.
- Excellent communication and stakeholder management skills—able to speak both technical and non-technical language.
- Familiarity with outsourced IT management, contract expectations, and service delivery oversight.
