Overview
The Tier 1 Help Desk Manager oversees the daily activities of the help desk team, ensuring that all incoming technical support requests are handled in a timely and professional manner. The manager is responsible for setting up and monitoring team performance, implementing support procedures, and managing escalations to ensure high user satisfaction. This role requires a strong blend of technical expertise, leadership skills, and customer service experience.
Description

Specific responsibilities of this position include, but are not limited to:

• Team management: Supervise, train, and mentor Tier 1 help desk technicians, including setting schedules and conducting performance reviews.
• Operational oversight: Oversee the day-to-day operations of the service desk, including monitoring ticket queues and managing workflow to meet service level agreements (SLAs).
• Process improvement: Develop and implement support policies, procedures, and troubleshooting guides to improve the efficiency and quality of the support process.
• Escalation point: Act as the point of contact for complex or high-priority issues that the frontline team cannot resolve, and coordinate with higher-tier support when necessary.
• Performance reporting: Track and analyze key performance indicators (KPIs), such as response time, resolution rate, and customer satisfaction (CSAT), and report findings to senior management.
• Customer satisfaction: Actively work to improve the overall user experience by responding to feedback and handling complaints with a focus on problem resolution.
• Knowledge base management: Ensure the team’s documentation, including a solutions repository and process guides, is up-to-date and accurate.
• Collaboration: Work with other IT teams and departments to address recurring issues and facilitate improvements to IT services.

Required Qualifications and Education

Core qualifications and educational requirements for this position include:

• Experience: Proven experience in an IT support or help desk role, with a minimum of 1–3 years in a leadership or supervisory position.
• Technical expertise: A strong technical background in troubleshooting hardware, software, and basic network issues is essential for guiding the support team.
• Leadership skills: Ability to motivate, train, and manage a team in a fast-paced and high-pressure environment.
• Communication skills: Excellent written and verbal communication skills for interacting with team members, management, and end-users with varying technical abilities.
• Problem-solving: Strong analytical and diagnostic abilities to resolve issues and improve support processes.
• Customer service: Exceptional interpersonal and customer service skills, emphasizing empathy and user satisfaction.
• Tool proficiency: Hands-on experience with help desk and ticketing systems such as Zendesk, ServiceNow, or Jira.
• Certifications: Relevant certifications, such as ITIL or CompTIA A+, are often preferred.

Other desired competencies include:
· Experience working within a shipping/receiving environment
· Proven ability to work within provided SLA’s, hitting team goals and ensuring no open actions are left sitting.
· Strong individual contributor requiring minimal direct supervision (a high-performance, low-maintenance employee)

Typical Tier 1 issues handled

• Password resets and user account management
• Basic troubleshooting of desktops, laptops, and mobile devices
• Software installation and updates
• Printer and peripheral setup and support
• Email and application access issues
• Fundamental network connectivity problems

Work Conditions
· Sitting for prolonged periods of time.
· Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer peripherals for an extended amount of time.
· Potential required Traveling to corporate and/or customer locations can range from a few minutes to multiple overnight trips.
Additional Information
We offer a competitive compensation and benefits package including health and dental insurance and a 401K plan. We care about our people.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Company Description Strata Pointe Technologies is headquartered in Louisville, KY. They have a global network of Field Technicians to provide IT integration services for LAN & WAN infrastructure support. This includes a 24/7 Dispatch center for urgent troubleshooting and break-fix needs, warehousing for emergency depot shipments and project rollouts, and our Project Management Office (PMO) with expertise supporting large-scale IT deployment and refresh projects for Fortune 1000 clients including Service Providers, national retailers, and multi-location organizations.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Louisville, KY 40214 (Required)

Ability to Relocate:

• Louisville, KY 40214: Relocate before starting work (Required)

Work Location: In perso

• Team management: Supervise, train, and mentor Tier 1 help desk technicians, including setting schedules and conducting performance reviews.
• Operational oversight: Oversee the day-to-day operations of the service desk, including monitoring ticket queues and managing workflow to meet service level agreements (SLAs).
• Process improvement: Develop and implement support policies, procedures, and troubleshooting guides to improve the efficiency and quality of the support process.
• Escalation point: Act as the point of contact for complex or high-priority issues that the frontline team cannot resolve, and coordinate with higher-tier support when necessary.
• Performance reporting: Track and analyze key performance indicators (KPIs), such as response time, resolution rate, and customer satisfaction (CSAT), and report findings to senior management.
• Customer satisfaction: Actively work to improve the overall user experience by responding to feedback and handling complaints with a focus on problem resolution.
• Knowledge base management: Ensure the team’s documentation, including a solutions repository and process guides, is up-to-date and accurate.
• Collaboration: Work with other IT teams and departments to address recurring issues and facilitate improvements to IT services