Helpdesk Manager (On-site) - Latitude Inc

Job Title: Helpdesk Manager

Department: Information Technology (IT)

Location: Millersville MD

Job Type: Full-Time

The Helpdesk Manager is responsible for overseeing the daily operations of the IT helpdesk team, ensuring the delivery of high-quality technical support to end-users. This role involves managing a team of helpdesk technicians, setting performance standards, and implementing best practices to enhance user satisfaction and system performance. The Helpdesk Manager will also be responsible for reporting on key performance metrics, managing incident escalations, and driving continuous improvement in helpdesk processes.

Lead, mentor, and develop a team of helpdesk technicians, providing guidance and support.

Conduct regular performance reviews, setting clear objectives and KPIs.

Facilitate team meetings to discuss updates, performance, and feedback.

Manage daily operations of the helpdesk to ensure timely and efficient resolution of end-user issues.

Monitor and manage helpdesk ticketing system to ensure SLAs (Service Level Agreements) are met.

Develop and implement helpdesk policies, procedures, and workflows to improve efficiency.

Ensure the team provides excellent customer service, addressing technical issues promptly.

Handle complex and escalated issues, providing advanced technical support and solutions.

Foster a user-centric approach in the helpdesk team to enhance user experience.

Stay updated with the latest technology trends and advancements relevant to the organization.

Ensure the helpdesk team has the necessary tools, training, and resources.

Oversee the management and maintenance of user accounts, systems, and software.

Generate and analyze reports on helpdesk performance, identifying areas for improvement.

Track key performance metrics such as ticket volume, resolution time, and user satisfaction.

Provide regular updates to senior management on helpdesk activities and performance.

Identify opportunities for process improvements and efficiency gains within the helpdesk operations.

Implement best practices and innovative solutions to enhance helpdesk effectiveness.

Lead initiatives to improve service quality, reduce costs, and streamline processes.

Collaborate with other IT departments to ensure seamless integration of services and support.

Communicate effectively with stakeholders at all levels to understand and meet their needs.

Promote a culture of teamwork and open communication within the helpdesk team.

Bachelor's degree in Information Technology, Computer Science, or a related field.

Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or managerial role.

Proven experience in managing a helpdesk or similar technical support team.

Strong understanding of IT infrastructure, networking, and software applications.

Proficiency with helpdesk ticketing systems and remote support tools.

Knowledge of ITIL or other relevant frameworks for IT service management.

Excellent leadership and team management skills.

Strong problem-solving and decision-making abilities.

Superior communication skills, both written and verbal.

Customer-focused with a commitment to providing high-quality service.

Relevant IT certifications such as CompTIA A+, ITIL, or HDI-SCA are preferred.