IT Helpdesk Manager - Retail

We are partnered with a well-known home improvement store based in Oregon, USA. It's a family-owned business that has been serving customers since 1961. The company operates multiple locations in the Eugene-Springfield area.

They offer a wide range of products for home improvement projects, including building materials, hardware, tools, paint, plumbing supplies, electrical supplies, and more. They cater to both DIY enthusiasts and professional contractors.

In addition to its extensive product selection, they are known for its knowledgeable staff and excellent customer service. They often host workshops and events to help customers learn new skills and techniques for their home improvement projects.

They are also involved in the community, supporting local charities and initiatives. They have a strong reputation for being a reliable and trusted source for all things related to home improvement in the area.

This well-established and well-loved company is now seeking an IT Helpdesk Manager to join their team. 

Responsibilities:

• Team Management: You lead and manage a team of IT support professionals, including helpdesk technicians and support specialists. This involves hiring, training, scheduling, and performance management.
• Ticket Management: You ensure that incoming IT support requests (tickets) are prioritized, assigned, and resolved in a timely manner according to service level agreements (SLAs). This may involve using a ticketing system to track and monitor the status of tickets.
• Technical Support: You provide guidance and expertise to helpdesk staff in troubleshooting and resolving complex technical issues escalated from frontline support.
• User Satisfaction: You focus on ensuring a high level of user satisfaction by delivering excellent customer service and support experiences. This may involve implementing feedback mechanisms and continuous improvement initiatives.

Skills/Must have:

• Microsoft - Servers, SQL, 365
• Managerial skills 

Benefits:

• 401k
• Health
• Dental
• Medical

Salary:

• $80,000