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Help Desk Manager - Contract to hire - Chaska, MN
Ref No.: 18-01729
Location: Chaska, Minnesota
Position Type:Right to Hire
Experience Level: 2 Years
Start Date / End Date: 10/08/2018 to 04/08/2019
Help Desk Manager

Company specializes in providing strategic Information Technology solutions for its clients throughout the USA and Canada. Since their founding in 1995, Company has continually grown our client, partner and project base such that they provide strategic value-driven IT solutions that allow their  customers to achieve a high return on every dollar they invest, realize greater operational efficiency and simply, succeed. Top companies nationwide entrust Company to deliver on their IT initiatives. The clients with whom we partner understand that integrity, passion and vision are the values Company employees personify to guarantee the success of their IT deployment services.

Company seeks an experienced Help Desk Manager to contribute to their ongoing success and growth.  They are looking for an experienced Help Desk Manager who is passionate about customer service, can inspire a team driving efficiencies and providing resolutions to issues. You will join a dynamic and fast-paced environment and work with cross-functional teams to understand our customer’s environments, build knowledge bases and develop industry leading processes for excellent end user experiences.  

Their Help Desk Manager is responsible for successfully owning and delivering best-in-class service for their valued customers that is consistent with the Company brand, culture, business practices and support expectations. 

  • Hire and train/onboard new Help Desk staff
  • Schedule team for appropriate coverage  
  • Evaluate staff performance and coach/mentor Help Desk team members
  • Enhance and develop repeatable process and procedures for exceptional customer service experience
  • Set specific customer service standards
  • Ensure adherence to standards
  • Set specific customer service Key Performance Indicators (KPIs)
  • Measure and prepare reports on KPIs
  • Build and expand customer knowledgebase
  • Innovate with customer self-service solutions
  • Integrate ticketing tools with monitoring solution and customer ticketing solutions
  • Ensure delivery of Mean Time to Resolution (MTTR) and adherence to SLA expectations
  • Provide outstanding customer service from the Help Desk team
  • Bachelor’s degree or equivalent related experience within relevant field
  • Minimum of 7 to 10 years of experience in an enterprise-level Help Desk environment
  • Minimum 5 years of related experience in a Help Desk Management or a similar role
  • ServiceNow experience
  • Solid technical background with understanding and/or hands-on experience in IT deployment, equipment maintenance and management/monitoring technologies
  • Experience with customer service / call center environment and driving service excellence within an organization
  • Experience analyzing KPI metrics and determining corrective actions
  • SolarWinds experience (preferred)
  • Experience in ticketing and monitoring integration for internal and external information collaboration (preferred)
  • Customer-centric approach
  • Excellent problem-solving skills
  • Critical thinker
  • Skilled at working effectively with cross functional teams in a matrix organization
  • Excellent written and verbal communication skills
  • Any relevant certifications a plus

For more information please contact Tom Mazzulla at 336-701-1226.

Since 1995, iTech Solutions Inc., has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, and New Jersey / Pennsylvania area.

Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them. So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience. We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.

Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas. Corp-to-Corp or subcontract personnel will not be considered for this position.