IT Helpdesk Manager (MSP/ConnectWise) Essential Duties and Responsibilities:
- Lead and oversee the Service Desk operations, fostering employee growth, promoting company values, and ensuring the team is adequately staffed and equipped to deliver exceptional customer service.
- Utilize key performance metrics and client feedback surveys to evaluate success and pinpoint areas for enhancement.
- Collaborate with internal teams as necessary to maintain high standards of service quality and client satisfaction.
- Ensure compliance with relevant regulatory standards and guidelines.
- Maintain oversight of ticket resolution processes, ensuring swift and accurate resolution while monitoring ticket volume and data accuracy.
- Communicate customer concerns and feedback to the management team, facilitating swift resolution.
- Actively participate in strategic discussions and technical consultations, contributing insights beneficial to both company and client interests.
- Engage with the marketing team to generate innovative ideas and strategies, expanding brand exposure to potential clients.
- Provide support to the sales and account management teams by developing marketing materials aligned with organizational objectives.
- Manage ConnectWise board operations effectively.
- Address escalated tickets and provide hands-on technical support as required to resolve issues promptly.
IT Helpdesk Manager (MSP/ConnectWise) Benefits:
- Health, Dental, and Vision Insurance (100% company paid)
- Hybrid WHF Schedule
- PTO and Paid Holidays
- Paid Training
- Certification Reimbursement
- Quarterly Reviews To Increase Salary
