Las Vegas Petroleum is looking for a Help Desk Manager to lead our technical support team and ensure exceptional service delivery to our internal users. The ideal candidate will oversee daily operations, manage service desk performance, and develop strategies to improve efficiency and customer satisfaction.
Key Responsibilities:
- Lead, mentor, and develop the help desk team, providing guidance and support to achieve performance goals.
- Manage help desk operations, including ticketing system administration, escalation processes, and workflow optimization.
- Analyze help desk metrics and implement best practices to enhance service quality and response times.
- Ensure effective communication between IT and internal departments to align technical support with business needs.
- Develop training programs for new and existing staff to improve technical knowledge and service skills.
- Collaborate with other IT teams to ensure seamless IT operations and user satisfaction.
- Stay updated on industry trends and emerging technologies to recommend solutions that improve service capability.
Requirements
- 3–5 years of experience in IT support, with at least 2 years in a management or supervisory role.
- Strong knowledge of help desk best practices, ticketing systems, and IT service management (ITSM) processes.
- Excellent leadership and interpersonal skills, with a focus on building a positive team culture.
- Proficient in troubleshooting various hardware and software issues.
- Strong analytical skills to assess service desk performance and drive improvement initiatives.
- Ability to effectively communicate technical information to non-technical users.
- Relevant IT certifications (e.g., ITIL, CompTIA) are a plus.
Benefits
Competitive hourly wage.
Opportunities for growth and advancement.
