The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The IT Service Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an IT Service Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Design Electronics “DE” is a leading technology integration firm specializing in providing innovative solutions to businesses and clients in various industries. We pride ourselves on our commitment to excellence, cutting-edge technology, and superior customer service. As we continue to grow, we are seeking a dedicated and highly knowledgeable team member to join our Engineering Team.
About the Role
Reporting to the Service Manager, the Senior AV Technical Support Manager will play a pivotal role in ensuring our clients' integrated technology systems run smoothly and efficiently. You will serve as the primary point of contact for our customers, addressing their technology challenges and ensuring a high level of customer satisfaction. Your expertise will be essential in managing ticketing systems, providing remote systems support, and conducting diagnostics and troubleshooting as needed.
This role requires technical proficiency in remote troubleshooting and isolating issues for integrated systems, including audio, video, access control, digital surveillance, conference, network, room control and home automation systems.
The ideal candidate will be a team-oriented individual that will require leadership and problem-solving skills. They will demonstrate excellent verbal and written communication skills when collaborating with, directing, and reporting to all external and internal stakeholders regarding the required work tasks, coordination efforts, potential issues, quality assurance, and work progress. The ideal candidate is a member of a key department, that is responsible for the longest relationship within our clients’ journey and maintain an on-going excellent customer service experience.
Comparable Job Titles: Technical Support Specialist, Advanced Remote Support Specalist, or Technical Manager
Type: Full Time | Permanent
Schedule: Day Shifts | M to F | On-call (occasional)
Hours per Week: 44 hours per week
Education: Highschool/GED (required)
Why Join Us?
What We Offer You
Your Impact
Customer Satisfaction
Ticket Management
Remote Systems Support
Diagnostics & Troubleshooting
Perform other duties as assigned based upon business need.
About You
How you Join Us
Qualified candidates, please send your resume. We thank all who apply. However, only those considered for an interview will be contacted.
Design Electronics is an equal opportunity employer committed to inclusive, barrier-free recruitment and selection processes and work environment. We will accommodate the needs of the applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please advise the Human Resources Department to ensure your accessibility needs are accommodated throughout this process. Information received relating to accommodation measures will be addressed confidentially.
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