IT Helpdesk Manager

**About us**

We are professional, customer-centric, engaging, and our goal is to Armour Technology Solutions is a leading provider of managed services and custom development services in Barrie, Ontario. We are currently looking for a highly motivated and enthusiastic Help Desk Manager to join our team..

Our work environment includes:

- Growth opportunities
- Safe work environment

The Help Desk Coordinator must be comfortable working with channel partners and our clients to establish their unique requirements and how Armour Technology Solutions can be proactive in helping customers to maintain a secure, efficient, and productive environment.

**Responsibilities**:

- Ensure customer satisfaction by responding to customer requests in a timely manner.
- Resolve customer disputes in a professional manner.
- Analyze customer feedback to identify trends and opportunities for improvement.
- Review all inbound service requests to assign ticket priority, determine if request is new or outstanding, and dispatch tickets to technicians to resolve in accordance with service level agreement.
- Answer incoming technical support calls, create tickets and dispatch to network support technicians.
- Establish a high level of personal credibility and build strong professional working relationships with clients.
- Review all resolved support tickets to determine if the service request can be properly closed.
- Document, review and improve workflows in ticket dispatching and other work processes needed.
- Participate in ongoing training and personal development.
- Team with channel partners and participate in incentive programs.
- Sourcing and ordering product from partners including Watchguard, SharePoint, HP/HPE, Microsoft Teams, Microsoft 365
- Document opportunities, create quotes
- Customer onboarding
- Work with the Network Services team to detect problem patterns
- Learn how to provide recommendation for server configurations, part recommendations for hardware such as servers, firewalls, workstations, printers and backup equipment from Network Services team

**Job Types**: Full-time, Permanent

**Salary**: $48,310.00-$52,903.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Paid time off
- Work from home

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus pay
- Overtime pay

**Experience**:

- IT support: 1 year (required)

Work Location: Remote

Application deadline: 2023-07-21