IT Help Desk Manager
Cerris

Work hard. Have fun!

At Cerris, we believe in delivering quality craftsmanship while having fun along the way. Our group of construction companies prides itself on our almost 100-year history, our employee ownership structure, and our competitive pay and benefits. From the moment you start working with us, we've got your growth in mind. We believe Cerris isn't just a great place to start your career - it's a great place to watch it advance for years to come.

Come build the extraordinary with us. Apply today.

Nature of Work

The IT Help Desk Manager is responsible for leading a technical support team, ensuring timely and accurate customer service, recruiting and training representatives, and establishing customer service standards. This role requires a strong technical background, problem-solving skills, and excellent communication

Essential Duties and Responsibilities

• Manage and evaluate the performance of the help desk team.
• Ensure customer service is timely and accurate on a daily basis.
• Recruit, train, and support help desk representatives and technicians.
• Oversee customer service operations.
• Ensure the timely resolution of technical issues.
• Communicate with clients and provide in-person and phone support when required.
• Ensure service level standards are being met.
• Report on open support requests and prioritize open requests for resolution
• Interact with customers to gain feedback on our performance.
• Establish customer service standards.
• Contribute to improving customer support processes.
• Provide feedback to internal teams.
• Develop reports on team productivity.
• Maintain a problem-solving attitude to ensure high-quality technical support.
• Enhance client satisfaction through efficient solutions.
• Research, recommend and implement customer self-help solutions.
• Work with IT Director to ensure quality solutions to technical problems are being deployed.

Qualifications

• Proven experience in technical support or IT help desk management.
• Strong knowledge of IT systems, software, and troubleshooting.
• Excellent communication and leadership skills.
• Minimum of 5 years of experience in managing/leading one or more major information technology functions (IT Support, IT Infrastructure, etc.) required.
• Strong leadership skills are required.
• Ability to motivate and inspire the team to achieve specific goals.
• Problem-solving mindset.
• Collaboration with different stakeholders.
• Ability to strategically recommend which technology will further a company's goals and how to implement the same.
• Must demonstrate good written and verbal skills to be able to effectively communicate internally and externally the impact of adopting new technology.

Education

• Bachelor's degree in Information Systems or Information Technology from an accredited college or university required, or equivalent experience managing technical teams.

Physical Demands

• Physical demands for this position are light to moderate. Typically, the employee may sit comfortably to do the work. However, there may be walking, standing, bending or carrying of light items (10-25 pounds) such as papers, office drink supplies, boxes of promotional materials, office equipment, etc.

Work Environment

• The work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as offices, meeting and training rooms, residences, commercial vehicles, or outdoors, e.g., use of safe work practices with office equipment, avoidance of trips and falls and observance of fire regulations and traffic signals, etc.

Cerris and our group of companies are an Equal Opportunity Employer-EEO/AA/M/F/D/V/VEVRAA

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