Help Desk Manager

We are a top CPA firm with an impeccable reputation for exceptional achievement and are consistently recognized as a leader in the industry! Our firm maintains a high level of technical expertise with the luxurious perks and schedule flexibility of a private company! If you feel overworked or undervalued, come to a place that encourages your goals, and celebrates all of your successes! We are positive people who like to work hard and have fun!

Do you want to work on meaningful projects with no micromanagement?

• Life Balance!
• 401K w/matching!
• Competitive Compensation!
• Premium Benefits!
• Accelerated Partner Track!
• Schedule Flexibility!
• Continuing Education!
• Fun Company Social Events!
• Laid Back Dress Code!

Are you a dynamic, seasoned professional with a knack for managing help desk operations across multiple states in the Accounting and Finance industry? If you are passionate about leading teams, solving complex technical problems, and driving operational success, then this is the perfect opportunity for you. We are currently seeking a Help Desk Manager who possesses a strong understanding of the core principles of IT support and is experienced in managing the daily operations of a help desk team. The ideal candidate must have a proven track record in managing technical support teams and should be familiar with tools such as Confluence, change requests, and inventory asset management.

Responsibilities:

• Oversee the day-to-day operations of the help desk team, ensuring high-quality customer service and adherence to SLAs.
• Develop, implement, and monitor procedures for handling service requests and incidents to ensure effective and timely resolution.
• Collaborate with the IT department to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.
• Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues.
• Develop and enforce request handling and escalation policies and procedures.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Conduct staff performance reviews, promote professional development, and maintain a high level of team morale.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
• Evaluate and manage staff performance, establish performance requirements, and personal development targets.
• Manage the help desk budget and ensure it aligns with overall business objectives.

Qualifications:

• Bachelor's Degree in Computer Science, Information Systems, or a related field.
• 5+ years of experience managing a high-performing help desk team within the Accounting and Finance industry.
• Proven experience with help desk tools and software like Confluence, change request, and inventory asset.
• Exceptional leadership skills with the ability to develop and communicate the help desk mission and drive the team towards success.
• Strong knowledge of IT service management and the ITIL framework.
• Excellent problem-solving skills with a demonstrated ability to identify issues, resolve them quickly, and prevent them from occurring again.
• Exceptional customer service skills, with a passion for delivering best-in-class service.
• Excellent written and verbal communication skills.
• Strong project management skills with the ability to manage multiple high-priority projects in a fast-paced environment.
• Excellent understanding of computer systems, security, network and systems administration, databases, and data storage systems.
• Strong decision-making abilities, with a proven track record of making sound decisions based on data.
• Ability to work under pressure, with a flexible approach to changing priorities and strategies.

This position offers a unique opportunity to lead, grow, and shape the future of our help desk team. If you have a passion for technology, a customer-first mindset, and the ability to solve complex technical challenges, we would love to hear from you.