Help Desk Operations Manager

at  SecurServ

Secur-Serv, a Scantron Corporation company, is a leading managed services provider of IT, print, and hardware services, with a security focus at the core of every service. Secur-Serv provides nationwide, on-site service to businesses of every size, focusing on the financial, manufacturing, transportation, and healthcare industries.
Secur-Serv is headquartered in Omaha, NE, and able to service our customers throughout the continental United States and Canada
Why Secur-Serv?

Join Secur-Serv because we are committed to professional and personal growth, working with employees to develop a defined career path and helping them achieve their career goals with internal and external training and tuition reimbursement. We empower our employees to innovate and be a part of solutions that improve processes, systems, and transformation. We recognize and provide an environment where each and every employee can make an impact.

• We have a generous benefits package for our full-time employees, which includes a EPO medical plan option, HSA medical plans with employer contributions to your HSA Account, dental, vision, company-paid life insurance, and company-paid short- and long-term disability coverage.
• Plan for your future with Secur-Serv’s 401K savings plan with a generous company match. You are vested on your first day of eligibility in the plan.
• Participate in our company wide well-being program that also serves to lower your annual health insurance premiums.
• Explore new education and training opportunities with our Tuition Reimbursement Plan which covers up to $5,250, or use our LinkedIn Learning platform to develop your skills and career.

POSITION SUMMARY

The Help Desk Operations Manager is responsible for quality and customer experience with our Managed IT Help Desk. The role requires management of support tickets, workflows and team collaboration with Help Desk technicians and managers in a fast-paced, technical environment. This is a client-facing position with daily interaction involving customer satisfaction, scheduling, escalation, and relationship building.

REQUIREMENTS

Education / Experience

• High School Diploma or GED
• 2 years of IT Management experience
• 2 years of Call Center experience
• Experience in leading a team, including hiring, training, and performance management.
• Basic understanding of project management principles to oversee help desk initiatives.
• Ability to develop training programs and materials for help desk staff.
• Experience in managing budgets and controlling costs related to help desk operations.
• Proficiency in generating and analyzing reports to track help desk performance and identify areas for improvement.

Skills

• Understanding of IT systems, networks, and hardware/software troubleshooting and proficiency in using MS Office applications.
• Ability to handle customer issues professionally and efficiently.
• Capacity to identify, analyze, and resolve complex technical issues.
• Strong verbal and written communication skills for interacting with both technical and non-technical stakeholders.
• Ability to manage multiple tasks and priorities effectively.

Other Requirements

• Be part of On-Call rotation

PREFERRED SKILLS/EXPERIENCE

• Familiarity with ITIL (Information Technology Infrastructure Library) practices for service management.
• Experience in managing relationships with external vendors and service providers