IT HELP DESK MANAGER
Full Time • Fully Remote - US
Job Description:
Manage Help Desk operations for IT-AMS users nationwide, ensuring responsive Tier 1 and Tier 2 support. Analyze support trends to inform development improvements and oversee customer satisfaction metrics.
Key Responsibilities:
• Supervise multi-tier help desk team supporting 1,000+ users.
• Track, analyze, and report support trends.
• Collaborate with development team to integrate user feedback into product improvements.
Qualifications:
• 5+ years in IT Help Desk management or technical support.
• Strong background in SaaS support and knowledge base creation.
• Excellent communication and coordination skills.
NOTE:
Must have Public Trust
Manage Help Desk operations for IT-AMS users nationwide, ensuring responsive Tier 1 and Tier 2 support. Analyze support trends to inform development improvements and oversee customer satisfaction metrics.
Key Responsibilities:
• Supervise multi-tier help desk team supporting 1,000+ users.
• Track, analyze, and report support trends.
• Collaborate with development team to integrate user feedback into product improvements.
Qualifications:
• 5+ years in IT Help Desk management or technical support.
• Strong background in SaaS support and knowledge base creation.
• Excellent communication and coordination skills.
NOTE:
Must have Public Trust
This is a remote position.
Compensation: $55.00 - $60.00 per hour
Mission Statement
Softthink Solutions’ mission is to drive continuous innovation in IT services by prioritizing product development and implementing trustworthy computing practices. Our focus on secure and reliable product delivery is backed by sound business practices and a commitment to the long-term satisfaction of our clients in every project, regardless of its size or complexity.
Through our innovative solutions and dedicated team of experts, we strive to exceed our clients’ expectations and set the standard for excellence in the IT industry.
Vision Statement
At Softthink Solutions, our vision is to be a trusted partner for our clients, empowering them to bring their ideas to life in the most efficient and effective manner possible. We are committed to using established best practices, industry-standard processes, and cutting-edge technology to deliver top-notch solutions that exceed expectations.
Our goal is to be recognized as leaders in the industry for our innovative, reliable, and secure IT services and solutions, and to drive the success of our clients through every project we undertake.
Careers
STSI is an independent US-based Software services and consulting partner with a primary focus on long-term relationships with both clients and team members.
STSI offers team members cutting-edge technology, training, and career guidance to expand and grow their skill sets and bring maximum value to our clients.
STSI is constantly reviewing and expanding its people strength and strives to optimally match client needs to team member talents. We are a people-oriented company seeking the best and brightest to join our team. We work with a variety of employment statuses – from citizens to permanent residents to H1B and EAD immigrants. We have openings for entry level as well as senior positions across a variety of specializations with active in-house and client projects.
In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:
In an industry that’s constantly reinventing itself, STSI challenges its team members and consultants with engagements that involve specialized services and advanced IT solutions – applying agile development principles, methodical planning, creative thinking, and continuous learning. A dynamic environment keeps our team members ahead of the curve by providing:
- Opportunities to work with leading multinational clients.
- A comprehensive portfolio of solutions that span leading-edge technologies from Enterprise Architecture to Business Intelligence to Quality Assurance
- Established methodologies, processes, and mentoring to maximize efficacy and efficiency.
- A growing R&D division continually exploring and pioneering the latest technological developments in a variety of disciplines.
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