Help Desk Manager

Major Duties and Responsibilities

• Deliver frontline technical support for all employees and external partners.
• Foster positive end-user relationships, drive customer satisfaction, and team management and leadership are a must.
• Promote continuous improvement of Tier 1 support, workstation administration, and telecom delivery for all stakeholders.
• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Gather and report operational metrics, accomplishments, and priorities for weekly/monthly leadership meeting(s) with Directors, VPs, and SVPs.
• Establish and implement ITILv3 Framework standards with constant goals for improvement.
• Analyze the business requirements of all departments to determine their technology requirements and needs.
• Successful delivery of services and projects supporting the business both on time and within budget.
• Escalate and resolve software issues to the information systems/development team
• Escalate and resolve third-party software/systems issues by the support team
• Define team goals and lead IT personnel to achieve desired results while being accountable for team performance.

Skills/Competencies

• Define and implement processes and procedures for supporting all departments across the organization.
• Collect feedback to determine patterns and issues so that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
• Develop and maintain Technical Support/knowledge base.
• Oversee Asset Management and Inventory
• Manage the software and hardware recommended purchases for the department.
• This entails analysis of technology trends and recommending effective and economical solutions.
• Inspect the use of technological equipment and software to ensure functionality and efficiency.
• Identify the need for upgrades, configurations or new systems and report to upper management.
• Administration and support of unified communication, including phone system and its related applications.
• Manages and works with cross-team projects with all departments.
• Effectively leads team efforts and integrates the skills and strengths of individuals across teams for project and organizational success.

Education Requirements

• Associate degree in business, Computer Science, or equivalent experience to meet the needs of the position.

Experience

• 3+ years of experience in a technical capacity with hands-on experience
• 3+ years of experience and a general understanding of the ITILv2 or later framework
• 3+ years of experience with technical hardware, intermediate to advance knowledge of software implementation.
• 3+ years of experience in a Service or Helpdesk role with root cause analysis knowledge

Compensation

$26.00-$33.00/hourly