Help Desk Manager

Company: Federated Service Solutions
Location: Plymouth
Posted on: January 16, 2022

Job Description:

Founded in 2004, Federated Service Solutions (FSS) is passionate about helping businesses do business better. Our focus is end-to-end technology equipment and infrastructure solutions. Have you ever walked into a retail store and wondered what makes their security, POS systems, WIFI, and other low voltage equipment work? That's what we do and so much more, including providing skilled engineering services, equipment setup, activation, testing, and tear outs.
At Federated we value each person and the talent they bring to the team. We also encourage work/life balance because it's all about quality of life both personally and professionally.

FSS is looking for a Help Desk Manager who loves to troubleshoot and is well known for their ability to make things work. This job is dynamic, and no day is the same. Our customers, many of whom are Fortune 100 Retailers, have very complex environments. This role requires a strong knowledge of network infrastructure and a desire to always learn more. Candidates should have working knowledge of how a 24/7 help desk operates. This is not your typical help desk job, you will not be troubleshooting computer issues you will be supporting a limitless number of tasks we are performing in the field. In this position, you will supervise, mentor and monitor performance of the team. Manage escalations, troubleshoot issues and communicate with customers and clients as needed.

What you'll be doing:
Process Maintenance
Issue Escalations
Resource Scheduling
Knowledge Base Development
Lead, Manage & Assist

Who we're looking for:
Associates Degree in related field
BA in Computer Science, preferred
A+, Network+, BICSI, preferred
2+ years of management experience.
Someone with a strong technical background
Someone who has excellent analytical and troubleshooting skills
Someone with field experience, running, and terminating cabling and building networks, preferred
Someone who has strong customer service skills
Someone who has the ability to listen and to understand information and ideas presented through spoken words and sentences
Someone who the ability to work under pressure
Someone who has excellent leadership and people management skills
Someone who has Experience managing a 24/7 helpdesk

Our benefits:
Annual company events and tons of chances to build stronger relationships
Paid Time Off
Competitive compensation
Medical/Dental/Vision plans, 401(k) + Match, flex spending account, life and disability insurances, and many more optional services at low rates

Listen to what some of our team members say about working here:
"The culture throughout this company is that we are people and people matter."
"I love working here because I have complete ownership of my role. I can be creative to get results and I know my team is always as happy to help me as I am to help them."
"Working at FSS is truly being on a Team with great collaboration. I feel I am appreciated and bring value to the company."

Keywords: Federated Service Solutions, Detroit , Help Desk Manager, Executive , Plymouth, Michigan