IT Helpdesk Manager
One Way Solutions LLC
Full-time
Houston, TX
Job description
The IT Manager will oversee and optimize the day-to-day operations of our technical teams, including remote, field, and hardware technicians.
Description
Key Responsibilities:
- Manage Technical Teams: Lead, support, and coordinate remote, field, and hardware technicians, ensuring high-quality service delivery.
- Staff Training & Development: Provide training for new hires and current team members, ensuring technical skills stay up-to-date.
- Task Prioritization & Triage: Efficiently assess and assign priorities for incoming technical issues.
- Tech Dispatch & Scheduling: Dispatch technicians and create effective schedules to meet service demands.
- Ticket Auditing & Quality Control: Conduct audits and quality checks for service tickets to ensure accuracy and resolution effectiveness.
- Ticket Escalation Management: Triage and manage escalated technical issues as needed.
- Operational Efficiency: Continuously improve workflow processes and technician productivity.
- Reporting: Maintain detailed documentation and provide insights on ticket performance and service quality.
Minimum Qualifications:
- Tier 1 technical knowledge, including basic troubleshooting and hardware/software understanding
- Proven experience in managing technical support operations
- Strong leadership and team-building skills
- Excellent communication, scheduling, and prioritization abilities
- Passion for quality service and operational improvement
If you're a passionate and results-driven leader ready to take on a pivotal role in technology operations, we’d love to hear from you!
To Apply:
Submit your resume and a brief cover letter outlining your relevant experience and leadership philosophy.
Salary
$60,000 - $75,000 per year