Help Desk Manager

Austin, TX, US

Job Description / Skills Required


Uhnder is seeking a Help Desk Manager to join its Information Technology team. The position is in Austin, TX and is an individual contributor role reporting to the Director of IT. The role is to manage the help desk and the responsibility is to ensure high quality technical support and customer service to solve technical issues in a timely and accurate matter, daily. The candidate will play an active role in supporting and solving technical issues related to IT for employees and contractors to improve their productivity.

This position provides for an optional remote work schedule to allow for 2-3 days per week outside of the office.

Essential functions

·Supervise the help desk and evaluate its performance.

·Ensure customer service is timely and accurate on a daily basis.

·Set specific customer service goals and standards and deliver to them.

·Contribute to improving customer support by actively responding to queries and handling complaints.

·Establish best practices through the entire technical support process.

·Follow up with customers to identify areas of improvement.

·Develop weekly, and monthly reports improve the customer’s productivity.

·Manage purchasing for equipment and subscription services for the department

·Serve as the Administrator for help desk applications.

·Direct and resolve incoming help desk tickets.

·Serve as the Administrator for backup applications.

·Serve as the Administrator for remote access applications.

·Manage desktop and phone support.

·Support internal applications when needed.

·Performs other related duties as assigned.

Required Sills/Abilities:

·Excellent interpersonal and customer service skills.

·Excellent written and verbal communications skills.

·Proven work experience as a Help Desk professional.

·Hands on experience with help desk and remote-control software.

·Hands on experience supporting Microsoft Office products including Office 365 for Mac products

·Solid technical background with an ability to give instructions to non-IT savvy client base.

·Customer-service oriented with a problem-solving attitude.

·Hands on experience with a wide variety of computer software, hardware, and peripherals.

·Basic networking knowledge to support desktop issues.

·Hands on experience supporting hardware configurations and capabilities.

·Experience with computer security systems, password, and file protection protocols.

·Troubleshoot basic, routine, and advanced computer operations and software issues.

Physical demands/Work Environment:

·Prolonged periods sitting at a desk and working on a computer.

·Must be able to lift to 25 pounds at times.

·On call and weekend duties as needed.

Required education and experience

·BS degree in Computer Science, Information Technology, or relevant field

· 3+ years of similar IT experience