Helpdesk Manager

Position Summary:

Fabian is looking for an experienced Helpdesk Manager to oversee our internal Helpdesk needs.  This will include supervising tier one agents, overseeing our ticketing system, and providing end user support.  Fabian is a growing company with multiple office locations throughout Maine.  This position would be based out of our main office in Oakland, Maine.  Travel to outside branch offices or dealer locations may be necessary at times.

Primary Responsibilities:

  • Managing and supporting team of Helpdesk agents
  • Monitor feedback from end users and support ticket comments
  • Provide end user support for Fabian software and hardware
  • Identify and escalate support tickets to tier 3 or outside channels as needed to ensure timely resolution
  • Troubleshooting and resolving technical issues
  • Manage SLA and ensure timely resolution of support tickets
  • Communication with end users, vendors and third party support channels using multiple methods (in person, phone, email, chat, etc)
  • Development of solution articles to expand current knowledgebase

Helpdesk Manager Skills Required:

  • Problem solving abilities
  • Technical knowledge of hardware, software and networks
  • Patience and active listening skills
  • Problem solving abilities
  • Forward thinking

Experience:

  • 2-5 years

Key systems/software in use:

  • Active Directory
  • MS SQL
  • Cargas Energy
  • ADD Systems E3
  • LOC Store Management System (SMS)
  • Mitel Contact Center
  • Crystal Reports