Softthink Solutions

IT HELP DESK MANAGER

Softthink Solutions Washington, DC
Softthink Solutions

IT HELP DESK MANAGER

Softthink Solutions Washington, DC
1 month ago
Over 200 applicants

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Job Description:

Manage Help Desk operations for IT-AMS users nationwide, ensuring responsive Tier 1 and Tier 2 support. Analyze support trends to inform development improvements and oversee customer satisfaction metrics.

Key Responsibilities:

  • Supervise multi-tier help desk team supporting 1,000+ users.
  • Track, analyze, and report support trends.
  • Collaborate with development team to integrate user feedback into product improvements.


Qualifications:

  • 5+ years in IT Help Desk management or technical support.
  • Strong background in SaaS support and knowledge base creation.
  • Excellent communication and coordination skills.


NOTE:

Must have Public Trust

This is a remote position.

  • Seniority level

    Mid-Senior level

  • Employment type

    Full-time

  • Job function

    Information Technology

  • Industries

    Software Development

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