Job Description
A client in the Murfreesboro, TN area is looking for a Technical Project Coordinator to join their team. As a Support Manager - HD Tech (Help Desk Technology), you will lead and manage the technical support team responsible for providing high-quality assistance to end-users. This role requires a seasoned professional with technical expertise, strong leadership skills, and a commitment to delivering excellent customer support. This person will play a critical role in ensuring the resolution of technical issues and the overall satisfaction of end-users.
Duties & Responsibilities:
• Provides leadership and direction to the Help Desk Technical Support team.
• Fosters a positive and collaborative team culture focused on customer satisfaction.
• Oversees the resolution of technical issues reported by end-users.
• Ensures timely and effective responses to help desk tickets and service requests.
• Manages the help desk ticketing system, ensuring accurate and up-to-date documentation of technical issues and resolutions.
• Monitors ticket queues and prioritizes tasks based on urgency and impact.
• Conducts training sessions for support staff on technical skills, customer service, and troubleshooting techniques.
• Stays informed about new technologies and industry best practices.
• Interfaces with end-users to understand and resolve complex technical issues.
• Ensures a high level of customer satisfaction through effective communication and problem resolution.
• Defines and track key performance indicators (KPIs) for the support team.
• Implements strategies for continuous improvement based on performance metrics.
• Collaborates with other IT teams to escalate and resolve complex technical issues.
• Contributes to the development and implementation of IT policies and procedures.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in technical support roles, with at least 2 years in lead role
• Strong leadership and interpersonal skills.
• Excellent technical knowledge and troubleshooting abilities.
• Proficiency in IT support tools and ticketing systems.
• Ability to handle and prioritize multiple tasks in a fast-paced environment.
• Effective communication and customer service skills.
Nice to Have Skills & Experience
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are desirable.
• Field Nation experience and other platforms is a plus.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.