ERP Helpdesk manager

  • Washington D.C., DC
  • Posted 18 days ago | Updated 18 days ago

Overview

Hybrid
Depends on Experience
Full Time

Skills

Unit4
ERP

Job Details

Overview:
We are seeking an experienced ERP Help Desk Manager with strong knowledge of Unit4 ERP to lead our support team. The role involves managing day-to-day help desk operations, ensuring timely resolution of ERP-related issues, and improving user satisfaction.

Key Responsibilities:

  • Manage and oversee the ERP help desk team supporting Unit4 ERP users.

  • Ensure timely response and resolution of tickets, incidents, and service requests.

  • Act as the primary escalation point for complex Unit4 ERP issues.

  • Collaborate with ERP developers, functional consultants, and business users to resolve problems.

  • Monitor system performance and user feedback to identify recurring issues.

  • Maintain knowledge base and documentation for Unit4 ERP processes.

  • Provide training and guidance to end-users and help desk staff.

  • Track metrics (SLA compliance, ticket trends, etc.) to improve support efficiency.

Requirements:

  • Proven experience managing an ERP help desk or support function.

  • Hands-on experience with Unit4 ERP (must-have).

  • Strong troubleshooting and problem-solving skills.

  • Excellent communication and team management skills.

  • Ability to prioritize tasks and manage service levels effectively.

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