New York State Assembly Majority

Full Job Description

Position Title: Help Desk Manager

Salary Range: $90,000 - $100,000

We're looking for a qualified Help Desk Manager to join our team. You will be responsible for leading our technical support team in providing excellent customer service and resolving staff technical issues.

As a Help Desk Manager٫ you should have both a solid technical background and customer service experience. An empathetic and problem-solving attitude٫ and the ability to motivate your team toward specific goals are all essential skills to perform well in this position.

Help Desk Manager Responsibilities

· Teaching software applications in both a classroom and videoconference environment

· Write all user documentation for vendor and custom applications

· Set high customer service standards and maintain user satisfaction

· Manage the help desk team and evaluate their performance

· Recruit٫ train٫ and support help desk representatives and technicians

· Contribute to improving customer support by actively responding to queries and handling complaints

· Establish best practices through the entire technical support process

· Follow up with users to identify areas of improvement

· Develop daily٫ weekly٫ and monthly help desk productivity reports

· First line troubleshooting for vendor and custom applications

· In-person, phone, and remote users support

· Diagnose issues with software, hardware, network, and permissions

· Document and assign all issues to appropriate units

Qualifications

· Minimum of two-year experience managing a computer help desk

· Bachelor’s degree in computer science٫ Information Technology or relevant field preferred

· Proficiency with Microsoft Office products

· Critical thinker and quick learner

· Extremely detail-oriented and ability to multi-task

· Solid technical background with an ability to instruct a non-technical audience

· Customer-service orientated with a problem-solving attitude

· Excellent written and verbal communications skills

· Team management skills

Benefits

We offer a comprehensive benefits plan, which includes:

· Choice of several health insurance plans

· Dental & vision insurance

• Membership in the NYS Retirement System
• Deferred Compensation Investment Plan
• Vacation, Personal and Sick Leave Accruals
• Paid State and Federal Holidays

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• Managing Help Desk: 2 years (Preferred)
• Team management: 2 years (Preferred)
• Problem-solving: 2 years (Preferred)

Work Location: In person