IT Help Desk Manager

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Company: DAG Tech
Location: New York, NY 10016 (Gramercy area)

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Job details
Salary

$45,000 – $55,000 a year

Job Type
Full-time, Part-time
Benefits
Pulled from the full job description
Paid time off
Qualifications
  • Experience:

    • Help Desk, 4 years (Preferred)

  • Work authorization:

    • United States (Required)

    • Full Job Description

    DAG Tech is a global leader in next-generation Information Technology (IT) services and solutions. Our success is driven by our people and their commitment to get results the right way—by providing excellent services and support, applying innovative technologies and capturing new opportunities. Our main areas of focus are outsourced IT support, IT projects, and cloud services.

    DAG Tech seeks an experienced and qualified helpdesk manager to join our team! You will be responsible for leading our technical support teams across different regions and providing great customer support and help resolve technical issues.

    The ideal helpdesk manager should have a technical background as well as experience with customer service/support. Part of this role is being able to problem-solve and being resourceful in order to increase client satisfaction and make the helpdesk more efficient by increasing the response time and allocating the tickets to the correct engineers in a strategic manner. This involves analyzing tickets quickly and determining whether the resolution should take place on site or remotely. Experience with Zendesk is a plus!

    Responsibilities
    – Manage the help desk team and evaluate performance
    – Ensure customer service is timely and accurate on a daily basis
    – Set specific customer service standards
    – 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 customers to identify areas of improvement
    – Assist in population of monthly reports on help desk team’s productivity
    – Provide customer feedback to the appropriate internal teams, like product developers

    Requirements
    – Proven work experience as a Help desk manager
    – Hands on experience with help desk and remote control software
    – Solid technical background with an ability to give instructions to a non-technical audience
    – Customer-service oriented with a problem-solving attitude
    – Excellent written and verbal communications skills
    – Team management skills

    As an EOE (Equal Opportunity Employer) that celebrates diversity, DAG Tech does not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

    Work Location:

    • One location
    • Fully Remote

    Benefits:

    • Paid time off
    • Flexible schedule

    Working days:

    • Monday
    • Tuesday
    • Wednesday
    • Thursday
    • Friday

    Hours per week:

    • 30-39
    • 20-29
    • 10-19

    Typical start time:

    • 9AM

    Typical end time:

    • 5PM

    Schedule::

    • Monday to Friday