Job Description

-Supervising a team of helpdesk technicians, scheduling/prioritizing service requests, utilizing ConnectWise Manage internal ticketing systems.

-Systematically monitoring and updating ticket statuses, inventory records, and customer configurations.

-Supporting inventory management activities such as tracking incoming orders, monitoring inventory levels, updating records, preparing and returning damaged equipment.

-Handling technical support escalations in a timely and efficient manner; serving as first level escalation point of contact for escalated customer issues

-Updating clients regularly on ongoing open tickets/service requests.

-Monitoring and maintaining acceptable SLAs, and managing client communications and expectations.

-Assisting server install and migration management.