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11991 – Help Desk Manager

Categoria de Emprego: Help Desk Manager
Formato: Fulltime
Faixa Salarial: Pagamento em Dólar
Nível: Especialista
Tipo de Contratação: Contrato PJ
Localização: Brasil

Informações Gerais

A Koud está em busca de um(a) Help Desk Manager para atuação em um de nossos clientes.

The Help Desk Manager manages the performance of Tier 1 and Tier 2 services & support to clients and ensures service levels are achieved. Responsible for ensuring the staff is meeting and exceeding expectations regarding performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service and meet requirements. Provide technical recommendations and solutions to address customer needs and technical gaps. 

Key Responsabilities:

  • Oversees 100% of the requests, incidents, and problems;
  • Manages and coordinates urgent and complicated support issues;
  • Monitor & Control IT Ticketing System;
  • Monitor and manage phone queue;
  • Dispatch and prioritize service desk tickets;
  • Coordinate onsite visits;
  • Act as the escalation point for all requests and incidents;
  • Advise management on situations that may require additional client support or escalation;
  • Tracking incidents escalated by the service desk to other queue owners and monitoring for closure / coordinate activities between multiple support groups to ensure Service Desk incidents are resolved;
  • Provide direct end-user Tier 1 & 2 helpdesk support;
  • Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization;
  • Manage user management systems such as Active Directory/Azure AD & Microsoft Office 365;
  • Maintain and troubleshoot technologies, including, but not limited to: AD, DHCP, DNS, Office 365, Servers/Workstations, VPN, cloud applications, and networking equipment;
  • Install, modify, and repair computer hardware and software including running diagnostic programs to resolve problems;
  • Help define service desk strategy and processes;
  • Train, coach, and mentor Service Desk Specialists (Tier 1 / 2);
  • Manage process for communicating outage/emergency activities to the organization;
  • Promoting a service-oriented culture within the Service Desk;
  • Managing Service Desk personnel in the performance of daily responsibilities;
  • Maintaining the SOPs used within the Service Desk;
  • Responding to instances of customer dissatisfaction and making appropriate recommendations for improvement;
  • Managing the Service Desk incident process, including queue management, problem management, ticket life cycle management, ticket closure, root cause, trending, knowledge management;
  • Provide day to day oversight for the Help Desk operation to ensure incidents and service requests and escalations are dealt with in a timely fashion;
  • Maintain both the ticketing system and knowledge base to ensure accuracy;
  • Measure and report on service delivery performance metrics including customer satisfaction follow ups, request, and incident ticket statistics;
  • Escalate higher priority issues to System Administrator, Network Administrator, Network Team, and/or Operations for in-depth analysis;
  • Assists with training Help Desk staff with new internal processes and procedures.


  • Bachelor’s degree in information technology, Information Systems, or other related discipline (4 years of additional relevant experience may be substituted for education);
  • 3 years of experience in the capacity of Help Desk Manager building and supporting a team
  • 4 years of experience providing technical support services;
  • Excellent customer service skills ;
  • Excellent written and oral communication skills;
  • CompTIA A+, Security+, Network+ or other relevant certification;
  • Ability to manage competing priorities with little direction;
  • Ability to train Junior team members;
  • English fluent or advanced.

Nice to have:

  • Experience working for a Managed Services Provider (MSP);
  • Located in the Washington DC Metro area.


  • Retirement;
  • Paid time off;
  • Tuition Reimbursement;
  • Telecommuting.

Supplemental pay types: Bonus pay.

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