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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and management skills in overseeing help desk operations, ensuring effective resolution of technical issues while maintaining high customer satisfaction. Proficient in developing policies, analyzing performance metrics, and collaborating with cross-functional teams to enhance service delivery.
Highest-signal resume keywords
Help Desk ManagementTechnical Support LeadershipPerformance MonitoringITIL CertificationCustomer Service Excellence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Issue ResolutionCall Center Data AnalysisHelp Desk Policy DevelopmentPerformance Metrics MonitoringWork Schedule Preparation
Soft Skills
LeadershipCoachingEffective CommunicationProblem-SolvingTime Management
Certifications & Qualifications
ITIL Certification
Industry Keywords
Help DeskIT SupportMSPMSSPCustomer Feedback
About the role
Key responsibilities & impact- Lead and oversee the help desk team, including field services technicians and technical support analysts.
- Oversee customer services and ensure timely response and resolution of technical issues and requests.
- Supervise and manage the help desk team, including hiring, training, and performance monitoring.
- Ensure technical issues are resolved effectively and within SLAs.
- Monitor help desk performance metrics and customer feedback.
- Develop and implement help desk policies and procedures.
- Collaborate with other departments to identify and implement technical solutions for customer needs.
- Analyze call center data and prepare reports for upper management.
- Evaluate staff effectiveness and performance annually or ad hoc.
- Prepare work schedules to ensure sufficient coverage, including holiday coverage.
- Stay current with help desk trends and technologies.
- Maintain a problem-solving attitude and enhance client satisfaction through efficient issue resolution, timely ticket response, and rapid call handling.
- Perform other duties as assigned.
Requirements
What you’ll need- Must be authorized to work in the U.S.
- Bachelor’s degree in Computer Science, Information Technology, related field, or equivalent job experience.
- 3-5 years in managing a help desk or IT support team.
- Relevant industry certifications, such as ITIL.
- Ability to effectively and efficiently organize time and resources to complete work accurately, thoroughly, and on time, detailing deliverables and tasks accordingly.
- Aptitude to analyze and adjust work processes or methods to accommodate changes in work requirement.
- An ability to provide leadership, direction and coaching to others to enable achievement of objectives empowering them to undertake tasks whilst maintaining accountability.
- An ability to communicate and exercise appropriate influence with senior stakeholders of the client, including the ability to explain technical issues in an accessible manner.
- Experience working for an MSP or MSSP preferred.
- Available off hours as necessary.
- Onsite work at nearby office may be required.
Benefits
Comp & perks- Insurance Coverage: Health, Dental, Vision, Life/AD&D, Short-Term Disability, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
- Paid Time Off (Vacation, Holidays, Birthday)
- 401k Retirement Plan with Company Match
- Paid Parental Leave
- Flexible Spending Account, Health Savings Account
- Peer-to-Peer Recognition
- Learning and Development
- Pet Insurance
- Fun On and Off-Site Events
- Referral Bonus Program
- Employee Assistance Program