IT Helpdesk Manager

Description

About our community

We provide management services to exceptional assisted living communities, personalizing in the approach of ensuring every resident has their specific needs met at every stage. We strive daily to create the best life for all we serve.

Position summary

As an IT Helpdesk Manager, you will play a vital role in maintaining the efficiency and productivity of our organization's IT infrastructure while ensuring an excellent user experience for all employees and customers. If you are a dynamic, results-driven professional with a passion for IT support and team leadership, we encourage you to apply and join our dynamic team.

Essential Duties and Responsibilities :

Team Leadership :

Manage and mentor a team of IT support technicians, providing guidance and training to enhance their technical skills and customer service capabilities.

• Allocate tasks and responsibilities among team members to ensure even workload distribution and optimal productivity.
• Foster a positive and collaborative team environment that encourages open communication and knowledge sharing.
• Helpdesk Operations :

Oversee the day-to-day operations of the IT helpdesk, ensuring that all incoming support requests are properly recorded, prioritized, and resolved within established service level agreements (SLAs).

Manage escalated support tickets and complex technical issues, providing timely resolution or appropriate escalation to higher-level support or IT teams.

Ensure that all customer interactions are handled in a professional and customer-centric manner, maintaining a high level of customer satisfaction.

Establish and maintain effective communication channels to provide regular updates to users regarding system outages, upgrades, and ongoing IT initiatives.

Collaborate with the IT team to maintain an accurate inventory of hardware, software, and equipment to facilitate efficient asset management.

Develop and maintain IT helpdesk policies, procedures, and documentation to streamline support processes and ensure compliance with organizational standards and regulations.

Requirements :

Benefits