Helpdesk Manager

**Help Desk Manager Job Description** We are looking for an experienced help desk manager to oversee our desktop support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues. To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support. **Help Desk Manager Responsibilities**: - Managing and supporting a team of help desk technicians. - Mentoring your team, providing training, and conducting performance evaluations. - Monitoring team performance and developing feedback reports for management. - Communicating with clients and providing in-person and phone support, if required. - Troubleshooting and resolving technical issues. - Managing escalations and ensuring any issues are resolved in a timely manner. - Making recommendations to improve operational efficiency. **Help Desk Manager Requirements**: - Bachelor's degree in computer science, information technology, or a related field. - At least two years of experience as a Help Desk Manager or in a technical support role. - Strong technical background. - Excellent analytical and troubleshooting skills. - Ability to work under pressure. - Excellent leadership and people management skills. - Strong customer service skills. **Advantages at Digital Days** - Competitive salary based on experience - Healthcare Plan - Laptop and Mobile Phone Provided - Remote Working **Optional office benefits**: - Direct access to the Lachine Canal, minutes from downtown Montreal - Open office space and open culture - Opus card paid in part by the company - Games in the office to help you to relax - Restaurant on site - Gym on site - Daycare on site - Public terrace overlooking the Canal **About Digital Days** Digital Days is a boutique Managed IT Services firm that specializes in servicing a wide variety of bilingual SMB companies across Canada with our customary "white glove" customer service. The Digital Days work environment is an accelerator for any growing IT professional, and for any Network Administrator focused on growth with a particular focus on high levels of customer service, Digital Days is the right place for you The Digital Days work environment is one that rewards responsibility and autonomy, all within a high-functioning team of administrators and technicians continuously working to achieve higher levels of service and knowledge. Steeped in the latest technologies, Digital Days leads clients through the latest in private, public, and hybrid cloud solutions for business. Headquartered along Montreal's beautiful Lachine Canal, and featuring a daycare, gym, terrace, and restaurant services in-building, our open-concept loft environment inspires everyone who works here Please note that all employees are currently remote working due to the ongoing COVID-19 pandemic and that posts can permanently be remote.- ___ **Description du poste de responsable du service d'assistance** Nous recherchons un responsable du service d'assistance expérimenté pour superviser notre équipe d'assistance informatique afin de fournir une assistance technique exemplaire à nos clients. Tu seras chargé de former, soutenir et diriger ton équipe. Tu devras également gérer l'escalade des tickets et résoudre tous les problèmes techniques. Pour réussir en tant que responsable du service d'assistance, tu dois avoir d'excellentes compétences interpersonnelles et de gestion des conflits. En fin de compte, un responsable du service d'assistance de premier ordre doit être capable de garantir que nos clients reçoivent une assistance technique professionnelle et efficace. **Responsabilités du responsable du service d'assistance**: - Gérer et soutenir une équipe de techniciens du service d'assistance. - Encadrer ton équipe, fournir des formations et effectuer des évaluations de performance. - Contrôler les performances de l'équipe et élaborer des rapports de retour d'information pour la direction. - Communiquer avec les clients et fournir une assistance en personne et par téléphone, si nécessaire. - Dépanner et résoudre les problèmes techniques. - Gérer les escalades et s'assurer que tous les problèmes sont résolus en temps voulu. - Faire des recommandations pour améliorer l'efficacité opérationnelle. **Exigences pour le responsable du service d'assistance**: - Baccalauréat en informatique, en technologies de l'information ou dans un domaine connexe. - Au moins deux ans d'expérience en tant que responsable du service d'assistance ou dans un rôle d'assistance technique. - Solides connaissances techniques. - Excellentes compétences en matière d'analyse et de dépannage. - Capacité à travailler sous p