Help Desk Manager

The Help Desk Manager is responsible for ensuring the seamless functioning of Emergicon’s internal IT support services. This position plays a key role in establishing a dependable and efficient IT infrastructure by overseeing a team of committed help desk professionals. The Help Desk Manager is committed to providing excellent customer service, ensuring timely, accurate, and friendly IT support to all employees, thereby facilitating optimal productivity. 

The Help Desk Manager will supervise a team of two individuals who offer technical support and assistance to our small workforce of just over 100 employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Implement strategies to improve service quality, response times, and customer satisfaction.

• Lead, mentor, and manage a team of help desk professionals, ensuring high levels of motivation, engagement, and performance. 

• Conduct regular performance reviews and provide constructive feedback to direct reports.

• Collaborate with IT management to align help desk initiatives with broader organizational goals.

• Develop and implement asset management strategies and policies to ensure effective management of company assets.

• Ensure compliance with company policies, procedures, and security protocols.

• Foster a positive and collaborative work environment within the help desk team.

• Recruit, hire, and train staff.

• Other job-related duties as assigned.

EDUCATION AND EXPERIENCE REQUIRED

• Bachelor’s degree in information technology, computer science, or related field.

• Minimum of five (5) years’ experience in IT support.

• Must have at least two (2) years’ experience serving in a supervisory or management role.

• Proficient with Active Directory, Microsoft Office applications, Microsoft Windows, and ticketing systems.

• Experience with Fresh Service and/or Fresh Desk is a plus.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Ability to thrive in a fast-paced and dynamic environment.

• Proven leadership and team management skills.

• Commitment to providing exceptional customer support.

• Excellent written and verbal communication skills.

• Ability to explain technical issues to technical, and non-technical, staff.

WORKING CONDITIONS

• Position requires working on a computer for long periods while sitting or standing at a desk.  

• Must be able to lift up to 50 lbs.

WORK LOCATION

This is an on-site position located in Terrell, Tx with the ability to work remotely one day per week.

Emergicon requires satisfactory pre-employment drug screening and background check.