Enhanced Computing Solutions Hiring for Help Desk Manager at Sparks, MD Full Time

The number one goal of everyone in our team is to make our Clients exceptionally happy. The Help Desk Manager plays an important role in making sure that happens.

The Help Desk Manager manages support requests for the Service Delivery Team. They help ensure tickets are responded to in a timely manner and manage the help desk team which includes the field technicians.

RESPONSIBILITIES & TASKSCustomer service

• Work with Office Administrator to dispatch tickets and schedule on-site visits
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Speak with Clients to resolve concerns

USE of our TICKETING SYSTEM

• Use our Ticketing System to assign Service Requests and ensure timely resolution
• Managing and recording all work though our Ticketing System
• Make sure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

communication, Reporting & risk

• Create and maintain documentation to improve service processes
• Report updates and service team needs to management

team work

• Meet with service team to ensure continued success
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by management

skills and attributesdesired

• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Understanding of support tools, techniques and how technology is used to provide services
• Understanding of operating systems, business applications, printing systems and network systems
• Diagnosis skills of technical issues related of end-user hardware & software and network devices
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience working with vendors for expedited troubleshooting of hardware and software systems
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• Advanced knowledge of IT Applications, Software & Hardware
• The ability to speak both Geek and human
• Great Communications skills, founded in being a good listener
• The ability to keep up with & adapt to the fast-paced IT world
• Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
• Experience managing a team

nice to have

• Experience using a Ticketing system / RMM Tool and PSA software
• Experience providing support via remote tools
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, etc.
• Client Experience Certifications such as Helpdesk Habits etc.

Perks

• We offer Health / Dental and Vision coverage
• An easy-going environment and culture (we all enjoy what we do)
• The flexibility to work from home (we run a Hybrid office)
• Subscription to Cybrary.it
• A Company Laptop
• A Proactive Approach to Ongoing Training to help you develop life-long skills
• 401K

Salary: $75k