Job Description

Job Description

Job Description

We are a fast-growing Managed Service Provider (MSP) dedicated to delivering exceptional IT solutions to our diverse client base. Our team thrives on innovation, collaboration, and delivering top-notch customer service. We're looking for a dynamic and experienced Help Desk IT Manager to lead our help desk team and ensure seamless IT support for our clients.

Position Overview:
As the Help Desk IT Manager, you will oversee daily help desk operations, ensure high-quality service delivery, and develop the team’s technical expertise. You will work closely with clients and internal stakeholders to troubleshoot issues, implement solutions, and enhance the overall IT experience.

Key Responsibilities:

• Leadership & Team Management:

  • Supervise, mentor, and develop a team of help desk technicians.
  • Assign tasks, monitor progress, and ensure timely resolution of support tickets.
  • Foster a positive and collaborative work environment.

• Operations & Service Delivery:

  • Oversee the help desk’s daily operations, including incident and problem management.
  • Maintain and improve SLA compliance, ensuring top-tier support for all clients.
  • Develop and implement help desk policies, procedures, and best practices.

• Client Interaction:

  • Act as a primary escalation point for critical issues.
  • Maintain strong relationships with clients, ensuring satisfaction with support services.
  • Collaborate with clients to understand their needs and implement proactive IT strategies.

• Technical Oversight:

  • Provide hands-on support for complex technical issues.
  • Stay updated on the latest technology trends and recommend improvements.
  • Collaborate with other teams for seamless integration of new systems or solutions.

• Reporting & Analytics:

  • Generate regular reports on help desk performance metrics and present them to senior management.
  • Analyze trends in ticket submissions to identify areas for improvement.

Requirements:

• Proven experience in an IT leadership role, preferably within an MSP environment.
• Strong technical knowledge across various IT domains, including networking, servers, virtualization, and cloud solutions.
• Exceptional organizational, problem-solving, and multitasking skills.
• Excellent interpersonal and communication skills.
• Experience with help desk ticketing systems (e.g., ConnectWise, Zendesk).
• Certifications such as ITIL, CompTIA A+, Network+, or Microsoft certifications are a plus.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and advancement.
• A supportive, inclusive, and collaborative work environment.
• Access to the latest technologies and tools.

Founded in 2005, Dental Hi-Tech has grown from local company to a Regional Company expanding it's footprint to National Wide reach.
Cool Environment to work with. A lot of independent work. High motivated and dedicated employee get fast recognition for growth and promotion.

Company Description

Founded in 2005, Dental Hi-Tech has grown from local company to a Regional Company expanding it's footprint to National Wide reach.\r\nCool Environment to work with. A lot of independent work. High motivated and dedicated employee get fast recognition for growth and promotion.

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