Requisition ID#: 185

Summary of responsibility:

The Morris Group Inc. is looking for an upbeat IT Helpdesk Manager with an outstanding combination of technology and people skills. You'll play a crucial role in delivering outstanding technical support and building relationships with employees within our operating divisions.

Position Overview

As the IT Help Desk Manager, you'll lead and support the help desk team to ensure top-notch technical support to our end users. You will be responsible for recruitment, training, supporting, and leading the help desk with good interpersonal and conflict management skills, you'll be a valuable asset to the team.

Essential Functions:

• Manage the help desk team and evaluate performance.
• Ensure customer service is timely and accurate daily.
• Recruit, train and support help desk representatives and technicians.
• Set specific customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish standard methodologies through the entire technical support process.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly and monthly reports on help desk team’s productivity.
• Provide customer feedback to the appropriate internal teams, like product developers.
• Provide technical assistance to computer users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Other Functions:

• Perform related duties as required.

The duties listed above are intended only as illustration of the various types of work that may be performed. The omission of specific lists of responsibilities does not exclude them from the position if the work is similar or a logical assignment to the position.

Qualifications and competencies:

• BSc degree in Computer Science, Information Technology or relevant field.
• Hands on experience with help desk and remote-control software.
• Solid technical background with an ability to give instructions to a non-technical audience.
• Customer-service oriented with a problem-solving attitude.
• Excellent written and verbal communications skills.
• Team leadership skills.
• Proven written and verbal communication, listening, organization and priority setting skills required.
• Exhibit collaboration skills.
• Ability to resolve conflicts.
• Ability to perform job with integrity and values consistent with the Morris Group Values.

Mental and physical requirements:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be highly mobile, able to access all areas of the premises.
• Ability to concentrate and remain focused while handling multiple tasks, responsibilities and projects.
• Ability to sit for prolonged period of times.
• Must be able to perform bending, twisting, stooping, reaching and lifting of moderate to heavyweight material up to 25 lbs. with assistance from equipment or other employees. Occasional lifting up to 50 lbs. may be required.
• Ability to frequently use hands and arms to finger and reach.
• Vision abilities required by the job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.
• Ability to keep their composure with the public and co-workers in everyday, stressful situations.

Morris Group, Inc. compensation package includes a competitive salary, comprehensive benefits packages (Medical, Dental Vision), generous vacation package, including 10 company paid holidays, 401K and tuition reimbursement and more.

Morris Group, Inc., including all operating subsidiaries, is an EO Employer-M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other protected class.

WIndsor, CT