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IT Services Manager - Project Management / IT Support ID - 14350

Position Overview

The Help Desk Manager is responsible for overseeing the help desk operations, ensuring excellent customer service delivery, and managing the support team to effectively resolve technical issues. This role is crucial in maintaining a high level of user satisfaction while implementing best practices in IT support and project management.

Key Responsibilities

  • Manage and lead the help desk team to provide effective IT support to users.
  • Develop and implement help desk policies and procedures to enhance operational efficiency.
  • Oversee the resolution of technical issues, ensuring timely and effective responses to user inquiries.
  • Conduct training and performance evaluations for help desk staff to promote professional development.
  • Collaborate with IT project managers to align support services with ongoing technical projects.
  • Analyze help desk metrics and prepare reports to identify trends and areas for improvement.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Proven experience in IT support or help desk management.
  • Strong technical project management skills with a focus on efficiency and customer satisfaction.
  • Excellent leadership and team management abilities.
  • Effective communication and interpersonal skills to interact with users and stakeholders.

Benefits

Vacation/PTO

Medical

Dental

Vision

401k

Bonus

Relocation

Telecommute

Email Your Resume In Word To

Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply, but you may also:

anthony.cox@cybercoders.com

Anthony Cox - Lead Recruiter

For this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa.

This job was first posted by CyberCoders on 04/15/2025 and applications will be accepted on an ongoing basis until the position is filled or closed.

CyberCoders is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please contact a member of our Human Resources team to make arrangements.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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