Help Desk Manager

at  Navia Benefit Solutions

POSITION SUMMARY

This position is directly responsible for the day-to-day operations and will be leading our ServiceDesk Team. The qualified candidate should be very comfortable with fielding many different types of questions each day from our techs, all while maintaining a friendly, service-oriented attitude. Customer service is very important. As part of a support team, the candidate should be adept at setting priorities for requests and either executing the requests or else delegating them to team members in a timely manner. This person will be monitoring the ticket queues and escalating when necessary. This person will be helping and mentoring Navia ServiceDesk Team.

REQUIREMENTS

• Windows 11 and MS OS knowledge and working knowledge of MS Office applications
• Experience with MS Windows Active Directory administration
• Experience with O365.
• Extensive hardware troubleshooting experience.
• Creative problem-solving skills with strong troubleshooting skills
• Self-starter with ability to frequently multi-task
• Ability to communicate clearly and concisely, both verbally and written
• Ability to deliver customer service to users with various levels of computer knowledge.
• Must be able to track and maintain accurate logs and records.
• High level of interpersonal skills to work effectively with others.
• Ability to work independently on projects.
• Must be able to grasp issues quickly and be able to successfully discuss specific IT operations.
• General knowledge of Benefits software.
• Effective use of our JitBit ticketing system.
• Knowledge of phone systems. (MS Team and Amazon Connect)
• General understanding of remote solutions, (User VMs)
• Experience with using VMware, Palo Alto, and MS suite.
  Please visit our career page and apply directly: www.naviabenefits.com/workatnavia
  Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CA ,CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, TN, TX, UT, AND WA
  2gFU04nmU

• Monitors Service Desk requests, incidents and problems to make sure we are meeting our SLA’s. Assigning tickets to techs if needed.
• Coordinate urgent requests, acting as an escalation point for support issues when necessary.
• Ensure sufficient information is gathered and escalate issues to advanced support when required. Example: Network Outage for a Branch and or work stoppage.
• Work as project lead for all service desk related projects, maintaining project plans and will provide regular updates as necessary to Senior IT Manager.
• Coordinating New Hire Equipment Setups for all Navia locations.
• Escalate issues timely to second or third tier support if you are unable to address the issue directly.
• Helping our team with any questions or issues they may encounter.
• Scheduling and approving afterhours support and OT.
• Escalates issues to Network Operations Team when needed.
• Updating our documentation on Wiki for Procedures & Instructions.
• Making sure Onboarding process is performed correctly and provide quality control.
• Helps with Training our New Team members with all our tools and technology.
• Works with IT Operations, Engineering, Navia management and 3rd party vendors.
• Other duties as assigned.