Job Description:
B&I Contractors is seeking a highly skilled and motivated Help Desk Manager to lead our technical support team. The ideal candidate will have a strong technical background, excellent problem-solving skills, Interpersonal skills for effectively dealing with other employees, and experience with TeamDynamix as an Information Service Management Tool.
Responsibilities:
- Manage and supervise the help desk team, ensuring timely and accurate customer service on a daily basis.
- Utilize TeamDynamix (ISTM) to manage and track help desk tickets, ensuring efficient workflow and resolution of technical issues.
- Train and support help desk representatives and technicians, providing ongoing training and assist in performance evaluations.
- Develop and implement customer service standards and best practices to enhance the quality of support provided.
- Monitor team performance and generate weekly and monthly reports on help desk productivity.
- Actively respond to customer queries and handle complaints, ensuring a high level of customer satisfaction.
- Collaborate with other departments to resolve or prioritize technical issues and provide feedback to internal teams.
- Maintain relationships with vendors and manage the development, implementation, and administration of help desk systems and processes.
- Oversee the deployment and management of both mobile devices and PCs, ensuring that help desk staff are equipped to handle related issues and provide support for device setup, configuration, and troubleshooting.
- Assists IT Manager with Contracts database. Ensuring contracts are up-to-date and alerting when expiry is nearing.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent years of experience.
- Proven experience as a Help Desk Manager or in a similar role.
- Strong technical background with knowledge of computer hardware, software, networks, and databases.
- Experience with TeamDynamix or similar information service management tools.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a customer-focused mindset.
- Ability to manage multiple tasks and prioritize effectively.
- Leadership skills with the ability to motivate and inspire a team.
About B&I Contractors: B&I Contractors is a leading mechanical, electrical, plumbing, and refrigeration contracting firm established in 1960. We specialize in HVAC, sheet metal, piping, plumbing, electrical, and related specialty contracting work, as well as 24-hour service for commercial and institutional customers. Our company is 100% employee-owned and dedicated to providing quality installation and service while increasing value through progressive solutions and innovation.