IT Capacity Planner, Sr. jobs in Holyoke, MA

About Suzor IT:

Suzor IT provides a turn-key technology department for K-12 schools and Municipalities. Our team works closely with K-12 students, teachers, parents, and municipal employees to help them implement and utilize technology on a daily basis.

Job Description

We are currently seeking a highly qualified Help Desk Manager to join our team. In this role, you will have the crucial responsibility of leading our technical support team and ensuring the delivery of exceptional customer service while effectively resolving all technical issues.

As a Help Desk Manager, it is essential that you possess a strong technical background complemented by extensive customer service experience. Your problem-solving mindset, coupled with the ability to motivate and inspire your team to achieve specific goals, will be vital to excel in this position.

Your primary objective will be to ensure the provision of high-quality technical support, which directly contributes to increased client satisfaction. By leveraging your expertise and leadership skills, you will guide your team in providing efficient and effective solutions to our valued customers.

We are looking for a Help Desk Manager who is not only proficient in technical matters but also possesses excellent communication skills and the ability to collaborate with different stakeholders. Your dedication to delivering exceptional customer service and driving continuous improvement will be instrumental in achieving our organizational objectives.

If you are ready to take up this challenging yet rewarding role, join our team as a Help Desk Manager and contribute to our commitment to providing top-notch technical support and enhancing client satisfaction.

Responsibilities

• Manage the help desk team and evaluate performance
• Ensure customer service is timely and accurate on a daily basis
• Recruit, train, and support help desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer support by actively responding to queries and handling complaints
• Establish best practices throughout the entire technical support process
• Follow up with customers to identify areas of improvement
• Provide customer feedback to the appropriate internal teams
• Travel to client sites
• Meet regularly with client leadership to ensure Help Desk is meeting the organization's requirements/needs
• Manage client accounts to follow/comply with the Suzor IT Municipal playbook
• Ability to resolve conflict through de-escalation

Requirements and skills

• Proven work experience as a Help desk manager
• Hands-on experience with help desk and remote control software
• Solid technical background with an ability to give instructions to a non-technical audience
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communications skills
• Team management skills
• BS degree (or similar experience) in Computer Science, Information Technology or relevant field

Help Desk Technician Compensation, Benefits, Schedule, and Location

• Compensation: $70,000 to $80,000 per year 
• Schedule: Monday to Friday (8:00am to 4:00pm)
• Location: This position may require some travel. 

• Benefits include:
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Life insurance
  • 401(k)
  • Paid time off
  • Mileage reimbursement