Job No. 155137
- Job Title:
- IT Help Desk Manager
- Employer:
-
Pfeiffer University
- Location:
-
Misenheimer , NC
- Posting Date:
- 13-Mar-2025
- Description:
-
This position oversees the technical support team, ensuring efficient resolution of lT issues and maintaining high
service standards. Key responsibilities include managing the help desk technicians and IT interns, resolving complex
problems, improving processes, training staff, monitoring performance, and managing vendor relationships.
Full Time
lssue Resolution: Act as an escalation point for complex technical issues and ensure timely resolution.
Process Improvement: Develop and mature phone/ticket escalation processes to ensure smooth operations.
Customer Support issues: Ensure high-quality technical support and maintain a solutions repository for common issues.
Policy Implementation: Establish and enforce best practices for the the technical support process.
Team Management: Lead and manage the IT help desk team and lT Interns to meet service level agreements (SLAs).
Training and Development: Train, coach, and mentor lT Interns, focusing on career development.
Feedback Management: Collect and provide customer feedback to internal teams to improve service quality.
Sitting for extended periods.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and power tools and to handle other
computer components.
Lifting and transporting moderately heavy objects, such as computers and peripherals.
Qualifications
Graduation from a two-year technical college with a major in computer science, information technology or related area and two years in the information technology field related to the position's role. Related information technology experience may be substituted year for year for the required education. This role typically requires a bachelor's degree in a related field, several years of technical support experience, and strong
customer service and leadership skills.
Possession of a valid North Carolina driver's license.
- Contact information:
- Pfeiffer University
- Misenheimer, NC 28109
- United States
- Employer's Website:
-
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