NEOS
  • Albany, GA, USA
  • Salary
  • Full Time

The IT Help Desk Manager is responsible for managing a high performing IT Help Desk. The role is responsible for the escalations of major service incidents as well as systems and methodologies for service support.

Responsibilities

  • Maintain high performing service delivery functions pertaining to IT Help Desk Services
  • Monitoring and reporting SLA adherence, resource utilization, and customer satisfaction
  • Establish and internally distribute reporting metrics to include:
    • High priority alerts/outages
    • Support request trends
    • Field Service and Project Services Metrics
    • IT Help Desk Metrics
  • Oversee on-boardings and projects
  • Lead Sales Hand-off meetings to ensure complete understanding of project scope and expectations
  • Develop timelines, including resource allocation, and plan in ConnectWise accordingly
  • Communicate project plans, dependencies, and risks to customers via written communication
  • Provide project updates to customers for duration of projects
  • Lead Pre-Execution meetings to ensure that all team members understand their tasks and expectations
  • Monitor projects for complete time/note entries, out-of-scope requests, and/or follow-up issues that arise
  • Lead Project Closing meetings, including review of profitability, time planned v. spent, follow-up issues, and takeaways
  • Close projects in ConnectWise and ensure accurate billing
  • Developing and maintaining productivity tracking methods and reporting
  • Lead, manage, and hold IT Help Desk team members accountable for assigned responsibilities
  • Develop individual annual and quarterly goals with each member of service delivery team in line with the departmental and company KPI goals
  • Properly allocate resources between help desk, escalation desk, and field service and project functions
  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post incident review
  • Follow up with customers to identify areas of improvement
  • Monitor, control, and support service delivery, ensuring that methodologies and procedures are in place and followed
  • Includes processes for maintaining and updating accurate documentation for clients and internal knowledgebase
  • Define, refine, and review ticket flow and escalation procedures as needed
  • Send mass communications to customers as necessary regarding major IT issues/events and maintenance/downtime.
  • Other duties as assigned, consistent with NEOS' goals and strategic plan.

Experience & Required Skills

  • 4+ years of applicable IT (or similar) service department experience, required
  • Experience with customer service ticketing systems (ConnectWise, IT Glue, BrightGauge, N-Able) required
  • Supervisory experience, preferred
  • Strong working knowledge of IT technical requirements
  • Ability to anticipate challenges and effectively resolve conflict
  • Ability to work in a fast-paced environment while maintaining high work standards
  • Ability to work independently as well as collaboratively
  • Ability to prioritize and manage multiple initiatives simultaneously; organized
  • Ability to take responsibility for assignments and see them through to a successful completion with little oversight
  • Ability to be diplomatic, resourceful and persuasive; effective negotiation skills
  • Ability to demonstrate business-savvy judgement
  • Ability to inspire, motivate, train, and mentor team members
  • Strong written and oral communication skills; strong interpersonal skills, a focused listener
  • Strong presentation skills
  • Exhibits a strong customer service orientation, exceptional client relationship management skills

Education & Certification

  • Bachelor's degree, required

Compensation

NEOS offers a competitive salary based on experience and skills of employees. Additionally, NEOS provides a comprehensive benefits package that includes medical, dental, vision, 401k, and holiday and paid-time-off benefits. 

About NEOS 

NEOS Technologies, Inc. is an Information Technology (IT) tech support and consulting company focused on helping our clients plan, support, and protect information technology and data to achieve extraordinary success.  Our clients range in size from 25 users to 4000 users in local government, law enforcement, healthcare, and small to medium businesses. NEOS was founded by Robert Collins in 2003 in Americus, GA with a primary focus on healthcare. 

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