Job summary
Job post source
This job is directly from One Source
Job overview
The Manager, Help Desk leads the frontline technical support team to ensure effective resolution of IT issues, enhancing client satisfaction and service quality.
Responsibilities and impact
The role involves managing the helpdesk team, overseeing daily operations, monitoring ticket queues and SLAs, handling escalations, coaching staff, analyzing support trends, collaborating with other teams, and reporting on performance metrics.
Experience and skills
Requires a Bachelor's degree or equivalent experience, 3-5+ years in IT support with 2+ years in management, strong ITSM knowledge, proficiency in Windows/Mac OS, Office 365, networking, endpoint management, and experience with helpdesk tools; ITIL certification is a plus.
Company overview
One Source is a business solutions company specializing in providing comprehensive IT services, telecommunications, and managed solutions to help organizations streamline operations and enhance efficiency. The company generates revenue by offering tailored technology solutions, including cloud services, cybersecurity, IT support, and telecom expense management, catering to businesses across various industries. Founded with a mission to simplify complex IT and communication needs, One Source has built a reputation for delivering innovative, customer-centric services. Candidates should note its emphasis on leveraging technology to drive business growth and its commitment to personalized client support.
How to land this job
Position your resume to highlight leadership in IT support teams, emphasizing your ability to manage helpdesk operations and deliver exceptional client service as described by One Source.
Focus on showcasing experience with ITSM frameworks, helpdesk ticketing systems, and your skills in monitoring SLAs, managing escalations, and driving continuous improvement in service delivery.
Apply through multiple channels including One Source's corporate career page, LinkedIn job listings, and relevant IT job boards to maximize your application reach.
Connect with current One Source employees in the IT support or helpdesk management divisions on LinkedIn; open conversations by commenting on recent company posts or asking about best practices in managing client escalations.
Optimize your resume for ATS by integrating keywords like 'helpdesk management,' 'ITSM,' 'ticketing systems,' 'client satisfaction,' and 'ITIL' to ensure your resume passes automated screenings effectively.
Leverage Jennie Johnson's Power Apply feature to automate tailored applications, identify multiple application portals, and discover LinkedIn contacts for networking, allowing you to focus more on preparing for interviews and skill enhancement.
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