IT HELP DESK MANAGER
Softthink Solutions
Date: 14 hours ago
City: Washington, Washington, D.C.
Contract type: Full time
Remote
Job Description:
Manage Help Desk operations for IT-AMS users nationwide, ensuring responsive Tier 1 and Tier 2 support. Analyze support trends to inform development improvements and oversee customer satisfaction metrics.
Key Responsibilities:
Must have Public Trust
This is a remote position.
Manage Help Desk operations for IT-AMS users nationwide, ensuring responsive Tier 1 and Tier 2 support. Analyze support trends to inform development improvements and oversee customer satisfaction metrics.
Key Responsibilities:
- Supervise multi-tier help desk team supporting 1,000+ users.
- Track, analyze, and report support trends.
- Collaborate with development team to integrate user feedback into product improvements.
- 5+ years in IT Help Desk management or technical support.
- Strong background in SaaS support and knowledge base creation.
- Excellent communication and coordination skills.
Must have Public Trust
This is a remote position.
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