
Technical Operations Manager
6 days ago
A skilled IT professional is sought to lead our help desk team, overseeing incident management, workflow optimization, and innovative solutions to enhance user experience. As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities.
About the Role- Coordinate administrative and technical workloads for the help desk team.
- Manage tickets in the ticket queue and calls escalated by Tier 1 Technical Support.
- Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
- Perform incident management, strategize efficient workflows, and ensure adequate staffing levels.
- Develop processes and documentation for help desk procedures.
- Evaluate user satisfaction and service delivery processes to identify areas of improvement.
- Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
- Prepare reports on help desk metrics and present them to management.
- Experience leading teams of technical IT staff.
- Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud.
- Knowledge of industry standards surrounding help desk reporting.
- Ability to analyze data and communicate metrics related to help desk.
- AZ-800: Administering Windows Server Hybrid Core Infrastructure.
- AZ-801: Configuring Windows Server Hybrid Advanced Services.
- ACP-120 Jira Administration for Cloud Certification.
- PMP (PMI) certification.
- ITIL v4 certification.
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