Help Desk Manager (Some Remote)

Some Remote

Position Overview

Responsible for the North American delivery of all IT related services and operations for current and future installations. Manage and execute all the IT related aspects of deployment and installation of new sites, demos, training, software configurations / integrations / customizations, and maintenance and repairs to ensure continuous best practice technical support from the moment a client has placed an order.

Manage the helpdesk team of technicians, including managing their schedules and workloads, coordinating and liaising with the helpdesk team, external deployment providers and clients to ensure the highest possible customer services standards are achieved.

Ensure best practice and experience the responsibilities of this role include managing the testing and deployment of software releases, developing and maintaining policy, procedure documents, service performance metrics to ensure that all targets and objectives are achieved.