Help Desk Manager

Help Desk Manager

Summit Design and Engineering Services is seeking an experienced Help Desk Manager to oversee our helpdesk support team in providing exemplary technical support to our employees. The ideal person would be responsible for training, supporting, and leading our technical support team to provide excellent customer service and resolve all technical issues within the IT department's established SLA.

Responsibilities:

• Plan, prioritize and schedule help desk activities to ensure that all tickets are resolved in a timely manner according to the established SLA
• Coach and support help desk technicians to improve their skills
• Manage escalations and provide direct end-user technical support as needed
• Communicate with end-users and provide remote, in-person and phone support
• Troubleshoot and resolve more complex technical issues elevated by help desk technicians
• Analyze help desk activities and develop improvements for operational efficiency
• Act as primary point of contact with 3rd party vendor assisting Summit IT with iPad configuration, deployment, and support
• Monitor reports on team productivity and end-user feedback
• Support and encourage professional development goals for help desk technicians through use of existing on-demand IT skills training portal

Required Skills and Qualifications:

• Bachelor's degree in information systems, information management or a related field
• At least two years of experience as a help desk manager or in a supervisory technical role
• Outstanding customer service track record
• Excellent written as well as oral communication skills
• Must have experience working with a ticketing system
• Strong technical background with the ability to give instruction to a non-technical audience
• Ability to translate ideas, goals, and concepts into an actionable and measurable plan
• Excellent analytical and troubleshooting skills.
• Demonstrated leadership and people management skills
• Must have initiative and a proven ability to implement innovative ideas or business solutions
• Strong working knowledge of relevant software and hardware systems - Microsoft Windows 10; Office 365 - Outlook, Teams, etc.; Adobe CC; Microsoft Active Directory; Apple iPadOS; Zoom; Windows laptops; Apple iPads; multi-function printers/copiers

Preferred Skills and Qualifications:

• Experience supporting CAD software (Autodesk, Bentley) and GIS software (ArcGIS)
• Working knowledge of MDM solutions (e.g., Meraki MDM)
• Basic working knowledge of network infrastructure (Windows servers; VPN; firewalls)

Company Overview

Summit Design and Engineering Services is a multi-disciplined design and engineering services firm. Established in 1997 and operating as Summit since 2004, we are a compact engineering and design firm structured to adapt quickly and offer clients the most current technology, innovative design solutions and comprehensive project management for turn-key delivery. We know that one size rarely fits all. That's why we look at the individual needs of every project and match it with our proven technical expertise and experience. We are headquartered in Hillsborough, North Carolina, with other offices in Raleigh, Asheville, Fayetteville, Pittsboro, Charlotte, and Wilmington. Summit also has offices in Richmond, Franklin and South Boston, Virginia; Fort Mill, South Carolina and St. Petersburg, Florida. For the past six years we have been named one of the fastest growing companies in the Research Triangle area.

Why Work for Summit?

We foster a caring and collaborative work environment that also encourages commitment to the communities that we serve so our employees and clients will succeed together. We strive to be integral to the success of the communities we build. We maintain a close-knit team culture where we measure our success by the success of our people and clients. We can help you take your career to the next level!

Criminal and driving background will be performed and must be in good standing. Summit Design and Engineering is an Equal opportunity employer/affirmative action. E-verify

Current Openings for Help Desk Manager Jobs at Summit Design and Engineering Services