Help Desk Manager

The Valiant Help Desk Manager is responsible for managing the day-to-day activities of Valiant’s help desks and team members to ensure the highest degree of customer service. This includes managing Level One and Level Two staff members, directing daily Helpdesk activities, continual process improvement, documenting work instructions and procedures, assisting in problem diagnosis, planning, and assisting with other company projects as needed.
- No relocation assistance available
- No out of state candidates accepted
REQUIREMENTS
- 3-5 years in Customer Service/Help Desk Leader/Management capacity
- 3-5 years of recent desktop and/or help desk support experience, including PC and application support- 2-3 years experience managing multiple employees- Experience managing call tracking systems
- Proven problem-solving skills
- Intermediate knowledge of the Microsoft Office Suite
- Demonstrated project management skills including planning and scheduling, risk assessment, and managing schedules
- Experience with end user training and support
- Must be able to work effectively both independently, as part of a group, and in a leadership role
- Working knowledge of SQL- Must be Technology savvy with knowledge of how software relates to business practices
- Experience in supporting Windows Citrix and Web-based applications
Pluses
- Help Desk institute HDSA or other call center industry certifications
- Knowledge of Human Resource Workflows, Time and Attendance, and Payroll Systems- Knowledge of supporting Business Applications e.g. accounting packages- Software Engineering / Technical background