Help Desk Manager

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Job Summary:

Titan Technologies has an immediate opening in Destin, FL for a Help Desk Manager to support our Florida-based IT Services Programs. If meaningful work and having an impact is important to you, consider this opportunity! In this role, you will be responsible for overseeing the day-to-day operations of our help desk teams that handle T1/2 incidents and triaging and resolving calls, chats, emails, and online tickets in support of internal and external help desk projects. Ideal candidates will have experience leading others, supporting management in executing important projects, and driving sustainable performance improvements for IT Services projects. The ideal candidate will be competent in customer and employee experience, help desk solutions (people, process, technology), directing and supporting others, as well as motivating, inspiring, and training the workforce. Furthermore, the Help Desk Manager will be responsible for the following:

Your Responsibilities:

• Supervise Tier 1 and Tier 2 help desk operations
• Monitor, coach, motivate and support staff; provide leadership and 1:1 direction while maintaining team morale
• Provide technical assistance and solutions to customer escalations and serve as the point of contact to end-users and service owners
• Ensure staff performance, quality, productivity, and attendance standards are met
• Practices real-time workforce management to ensure staff schedule adherence and continuous SLA achievement.
• Remain up to date on any new developments to the projects, communicates those changes to the staff, and ensures comprehension and compliance.
• Develop recommendations that will enhance service delivery, operating procedures, and standards.
• Assist Program Manager and collaborate with management on important projects and day to day operations

Required Qualifications:

• 5+ years of technical support experience in a IT Help Desk environment
• 2+ years of experience leading project tasks or team assignments in a IT Help Desk environment (examples: scheduling, quality assurance, training, reporting, etc.).
• Must possess proficiency with troubleshooting common computer, printer, and telephone issues to assist customers and agents with resolving technical issues.
• Good business and analytical problem-solving skills. Strong technical and communication skills, and leadership skills to support and develop staff.
• Ability to work independently, follow directions and manage different project assignments
• Ability to work all assigned shifts and contract hours as needed: (call center hours are Monday-Friday 6:00 am - 6:00 pm CST).
• Must have dependable transportation and be able to travel to the Destin, FL office
• Must be a U.S. citizen.
• Ability to pass employment background check and drug-screening.
• Ability to pass Level 2 Background check per contract requirements.

Education:

• High School diploma or GED equivalent required
• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred)
• CompTIA A+

Preferred Certifications:

• HDI - Support Center Manager
• MCP or equivalent Microsoft role-based certifications
• ITIL v3/4 Foundations

Company Description:

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service Disabled Veteran Owned Business.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)