Job Description

We are seeking a highly skilled and motivated Help Desk Manager to lead our IT support team. The ideal candidate will have a strong technical background, excellent leadership abilities, and a passion for delivering exceptional customer service. This role is critical in ensuring the smooth operation of our help desk and providing top-notch support to our users.

Key Responsibilities:

• Manage and mentor a team of help desk technicians, providing guidance, training, and performance evaluations to ensure high levels of productivity and professionalism.
• Oversee the daily operations of the help desk, ensuring timely and effective resolution of user issues and requests. Maintain a high level of customer satisfaction through excellent service.
• Develop and implement help desk policies, procedures, and best practices to enhance efficiency and service quality, including the enhancement and maintenance of the help desk software platform.
• Continuously evaluate and improve help desk processes to enhance overall service levels and customer experience.
• Serve as an escalation point for complex technical issues, providing advanced troubleshooting and problem-solving support. Stay current with industry trends and technologies to ensure the team is equipped with the latest knowledge.
• Oversee the upgrade process from Windows 10 to Windows 11.
• Generate and analyze help desk performance metrics and reports to identify trends, areas for improvement, and opportunities for training. Present findings to senior management.
• Improve the tracking and reporting of help desk performance using Halo ITSM.
• Evaluate opportunities to better leverage AI in the delivery of help desk services.
• Work closely with other IT teams and departments to ensure seamless support and integration of IT services. Foster a collaborative and supportive work environment.
• Manage the onboarding and offboarding processes for new employees and contractors, including provisioning equipment, applications, and security access.
• Ensure adherence to security, privacy, stewardship, and other company policies.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, related field or equivalent experience.
• Proven experience in a help desk or IT support role, with at least 5 years in a managerial or supervisory position.
• Strong technical knowledge of IT systems, software, and hardware.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Customer-focused mindset with a commitment to delivering high-quality service.

Preferred Qualifications:

• ITIL or other relevant certifications.
• Experience with designing and configuration help desk ITSM software and ticketing systems.
• Knowledge of network and system administration.

Work Environment:

• In-office leadership in a prime downtown Dallas location.
• Limited domestic travel (up to 10%).
• Periodic evening and weekend work as business circumstances dictate.

Additional Information

#LI-Onsite

Stream is an equal-opportunity employer and does not discriminate on the basis of ethnicity, race, religion, sexual orientation, gender identity, age, national origin, disability, military status, or any other reason prohibited by law.

Stream Realty Partners offers competitive salaries, bonuses, medical/dental/vision insurance, pharmacy benefits, health savings account, flexible spending accounts, 401(k) plan with company matching, PTO, and holiday pay. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, location, and other job-related reasons.

To apply for a position, please visit our website at www.streamrealty.com