Help Desk Manager

Gigawatts Electric is seeking a motivated and experienced Help Desk Manager to lead our technical support team in providing exceptional service to our customers. In this pivotal role, you will be responsible for overseeing the daily operations of the help desk, ensuring that support requests are handled efficiently and effectively. You will lead a team of support specialists, guiding them in troubleshooting technical issues, managing escalated cases, and implementing best practices for customer support. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a passion for delivering outstanding customer service. If you thrive in a fast-paced environment and are committed to fostering a culture of excellence in technical support, we encourage you to apply and join us at Gigawatts Electric.

Responsibilities

• Oversee the help desk team, ensuring high-quality and timely support to customers.
• Manage and resolve escalated customer issues effectively and professionally.
• Establish and maintain help desk procedures and best practices to improve service delivery.
• Monitor help desk metrics and analyze trends to identify areas for improvement.
• Provide training and support to team members to enhance their technical skills and customer service abilities.
• Collaborate with IT and other departments to ensure a cohesive approach to customer support.
• Develop and implement strategies for continuous improvement in the help desk operations.

• Bachelor's degree in information technology, computer science, or a related field.
• Proven experience in a help desk or technical support role, with at least 2 years in a management position.
• Strong technical knowledge of help desk software, hardware troubleshooting, and IT systems.
• Excellent leadership and team management skills, with the ability to motivate and mentor staff.
• Exceptional communication and interpersonal skills to interact with both technical and non-technical customers.
• Strong analytical and problem-solving abilities, with a focus on achieving customer satisfaction.
• ITIL certification or equivalent is preferred.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home
• Wellness Resources