Responsibilities

• Lead and support our helpdesk environment for managed service clients.
• Coordinate and manage client projects, acting as a bridge between the technical team and the client to ensure project success.
• Provide exceptional support to our clients and respond to queries for technical assistance in person, via phone, or electronically as required.
• Deliver training and support to clients during the onboarding process to ensure they understand how to effectively use our services.
• Resolve complex technical issues escalated from the service desk team.
• Document technical processes and solutions for future reference.
• Collaborate with team members to improve service delivery and client satisfaction.
• Stay up to date with industry trends and advancements in technology.

Requirements

• Proven experience as a Tier III Service Desk Technician or similar role.
• Strong knowledge of IT systems, networks, and applications.
• Exceptional problem-solving skills and ability to work under pressure.
• Excellent communication and interpersonal skills.
• Experience in project management is preferred.
• A passion for providing top-quality user support.
• Ability to work collaboratively in a team environment.
• Relevant certifications in IT support or project management are a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Opportunities for professional development and training.
• Flexible working hours and remote work options.
• Supportive and collaborative work environment.
• Employee recognition programs and team-building activities.