Help Desk Manager

The Help Desk Manager is responsible for managing all HELP DESK operations. This person will monitor, support, and perform computer processing. In addition, coordinates responses to trouble reports. Further the role provides oversight and management of day-to-day support activities for the Help Desk, to ensure adherence to service level agreement and IT policies.

The Helpdesk Manager will be responsible for the following:

· Gaining an in-depth knowledge of systems.

· Organize and direct work of Help Desk staff.

· Manage the processing of incoming calls and emails to ensure timely and effective resolutions for end-user issues.

· Provide guidance and follow-up on open tickets and issues.

· Oversee the development and implementation of training materials for technicians.

· Working with other Teams to facilitate a timely resolution to ongoing issues. All while ensuring solutions are documented and communicated.

· Manage the team's daily and on-call schedules by ensuring proper staffing levels for daily coverage.

· Actively participate in daily calls.

· Track performance and evaluate metrics to identify areas of improvement within the team.

· Collaborate with other Teams on new projects, software upgrades, installations, and other tasks.

· Ensure proper follow-up and communication occurs with end-users.

Knowledge and Experience

· Demonstrated experience supervising a 24/7 Help Desk team.

· Availability to provide support and coverage as needed.

· Relationship and performance management skills.

· Clear and concise communicator. (Written and verbal)

· Proven analytical and problem-solving abilities.

· Customer Service Oriented

· Must have 2+ years of working experience with various technologies

· Technologies: Microsoft Office 365, DNS, DHCP, Print Management, TCPIP

· Client OS Windows 7, 10, & 11

· Network: Switches, Routers, Wireless, and Firewalls (Strong Networking Experience)

· Ability to manage requests & Project priorities

Qualifications / Requirements

Two year post high school degree or equivalent vocational/technical training in computer science, data processing operations, information technology, management information systems, network/ telecommunications systems, or related technical management field, AND three years of experience either in coordinating and overseeing technical releases/deployments, or in providing guidance and instruction to others in the use of computer applications or systems. Equivalent combination of education and experience in the areas described above may substitute for these requirements.

*Position is contingent upon reward.