Service Desk, Team Manager

Required Education, Knowledge, and Experience :

• Must have a High School Diploma or GED.
• Some college or Technical School or combination of technical work experience and school.
• Industry certifications preferred.
• Must be proficient in Microsoft Office and working in different operating systems.
• 2-3 years relevant helpdesk experience, IT and or desktop support experience.
• Minimum of one-year supervisory experience.
• Minimum 2 years customer service experience.
• Experience with ITIL best practices.

Preferred Experience Certifications :

• 12 months technical support experience.
• CompTIA A+
• Network+
• HDI
• MSCE or Industry Equivalent
• Knowledge or exposure to the following : Windows OS, MAC OS, NICE CXOne, Beyond Trust, Microsoft Teams, Microsoft Office tools, TeamViewer, ServiceNow, SAP, Citrix, RDS Farms, IOS, and Intune.

Abilities & Skills :

• Ability to verbalize information and ideas in order others will understand.
• Ability to identify and understand the speech of another person.
• Ability to use computers and computer systems (including hardware and software) to install programs, set up functions, enter data, or process information.
• Ability to multitask and complete tasks effectively.
• Excellent verbal and written communication skills.
• Ability to mentor and help in the professional growth of others.
• Highly developed interpersonal skills.
• Strong problem solving, conflict resolution, and customer service skills.
• Ability to work independently and maintain professional working relationships with coworkers.
• Ability to obtain information from all relevant sources and use information to identify solutions.
• Ability to lead and direct a group of employees.

Physical, Mental Requirements and Work Environment :

• Must be able to sit for 50% of work shift.
• Must be able to view computer monitor for 60% of work shift.
• Must be able to use keyboard for 60% of work shift.
• Must be able to communicate with people outside the organization, represent the organization to customers, the public, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Fast-paced work environment with moderate call-center noise levels.
• Must be able to lift up to 15 pounds infrequently.
• Available to work in an on call capacity.
• Schedule flexing may be required depending on business need.

Equipment Used :

• Computer frequently
• Headset frequently

Conditions of Employment :

• Must successfully pass pre-employment (post offer) background check and drug screen.
• Must be able to pass a skills assessment.

Equal Opportunity Employer - Disability & Veteran

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

About the company

We're a leading information technology managed services & solutions company focused on global enterprises, mid-market companies & educational institutions.

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