Desktop Support Manager
GermanyCreative is seeking a Desktop Support Manager responsible for managing and leading a high-performance team in a dynamic environment. The ideal candidate should have management experience, a strong technical skillset, exceptional client service skills and enjoy mentoring a team.
Requirements
You are likely someone with a solid background in end-user support and troubleshooting, as this position involves dealing with a large, and often changing, number of day-to-day issues which arise in supporting the information technology requirements of our applications.
- •Bachelor’s degree in IT or related field
- •5+ years demonstrating strong technical skills supporting end users
- •3+ years in a leadership capacity (Team Lead, Supervisor, or Manager)
- •Experience using Professional Services Automation (PSA) tools or ticketing platforms such as ConnectWise, Autotask, ServiceNow, etc.
- •Possess and demonstrate excellent interpersonal/communication skills
What you will do
This is an 80% management and 20% hands-on supervisory role where you will be responsible for the support of automation technologies and managing a team of support engineers in a 24x7 high-volume environment.
- 1Lead, coach and manage service desk teams on a daily basis to improve customer service and efficiency
- 2Implement best practices and standardize service desk processes to provide exceptional “white glove” service and deliverable
- 3Oversee the work performed by the team to help prioritize open tickets and tasks
- 4Provide guidance and direction on technical issues
- 5Develop and maintain KPIs for measuring team performance and improving customer experience
- 6Provide status reports to management and collaborate on new initiatives and technical planning