Helpdesk Manager / Support Center Lead

About us

SystemWorx LLC is a small business in Noblesville, IN. We are professional, agile, inclusive and our goal is to SystemWorx LLC is an IT infrastructure company dedicated to helping businesses and homes stay connected reliably and securely. We specialize in designing and installing IT & connectivity solutions, access control systems, and camera security systems for commercial clients. Our mission is to deliver cutting-edge technology solutions that enhance productivity and security while providing ongoing support for our customers' IT systems. At SystemWorx, we pride ourselves on our commitment to integrity, responsible excellence, customer-centricity, and innovation. As a growing company, we’re building a strong foundation that allows our clients to focus on their business while we ensure their technology infrastructure runs smoothly..

Our work environment includes:

• Modern office setting
• Food provided
• Growth opportunities
• Relaxed atmosphere

Job Description:

SystemWorx LLC is seeking a motivated and organized Helpdesk Manager to lead the development and daily operations of our support center services. This is a unique opportunity for someone passionate about IT infrastructure, customer service, and problem-solving to build a support team from the ground up. The ideal candidate will be hands-on, proactive, and excited about creating processes to support our rapidly growing IT services, connectivity, and access control systems.

As the Helpdesk Manager, you will be responsible for providing technical support to customers, developing helpdesk protocols, managing the support ticketing system, and helping to ensure our clients receive top-tier service. You'll collaborate closely with internal teams to continuously improve the support process and deliver exceptional experiences for our clients.

Key Responsibilities:

• Launch Support Center Services: Set up and implement helpdesk protocols, ticketing workflows, and escalation processes to support customer IT systems and AV installations.
• Provide Tier 1 & 2 Technical Support: Troubleshoot and resolve customer issues related to IT connectivity, access control systems, and camera security systems via phone, email, and live chat.
• Develop and Manage Ticketing System: Monitor and manage support requests in our helpdesk platform, ensuring timely resolution and escalation of issues as needed.
• Customer Communication: Ensure effective communication with clients during the support process, providing clear updates on issue status and resolutions.
• Knowledge Base Creation: Create and maintain technical documentation, FAQs, and training materials to help both clients and internal team members resolve common issues.
• Collaboration with Field Technicians: Coordinate with field staff to ensure on-site issues are addressed efficiently, and develop processes for remote support when appropriate.
• Performance Tracking and Reporting: Monitor key metrics such as response times, resolution rates, and customer satisfaction to continuously improve service delivery.
• Onboarding and Training: Assist in training new helpdesk staff as the support team grows and oversee the onboarding process for new customers.
• Innovate Support Systems: Continuously identify ways to improve customer support services and make recommendations for new tools or processes that will streamline operations.

Required Qualifications:

• Experience: 3 years of experience in IT helpdesk support, technical support, or customer service in a technical environment.
• Technical Expertise: Strong knowledge of IT infrastructure, networking, access control, and camera security systems. Experience with both hardware and software troubleshooting.
• Process Development: Proven experience creating helpdesk workflows, implementing ticketing systems, and setting up support processes.
• Problem-Solving Skills: Strong analytical and problem-solving skills with a focus on delivering effective solutions for clients.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Self-Starter: Highly organized, detail-oriented, and able to work independently in a startup-like environment to build out the support services from scratch.

Preferred Qualifications:

• Experience managing or leading a technical support team.
• Familiarity with helpdesk management software (e.g., Zendesk, Freshdesk, etc.).
• Previous experience in IT & Connectivity, Access Control, and Camera Security Systems.
• Experience with CRM and ticketing systems, customer success platforms, and automation tools like Zapier or ClickSend.
• Ability to develop and manage knowledge bases or FAQ systems for internal and external users.

Salary & Benefits:

• Salary: Competitive salary based on experience.
• Benefits: Healthcare, PTO, and opportunities for professional development.
• Growth Opportunities: As the helpdesk service grows, there will be opportunities for promotion and leadership roles within the team.
• Work Environment: Flexible working hours and potential for remote work.

Job Types: Full-time, Part-time, Contract

Pay: $20.12 - $22.06 per hour

Expected hours: 32 per week

Schedule:

• Evening shift
• On call
• Weekends as needed

Experience:

• Help desk: 1 year (Required)
• IT: 1 year (Required)

Ability to Relocate:

• Noblesville, IN: Relocate before starting work (Required)

Work Location: In person

Salary : $20 - $22