Help Desk Manager

Inex Associates
24 Jul 2019
26 Jul 2019
Contract Type
Full Time
The Help DeskManager is responsible for managing the growing support team. The manager will lead a team of help desk technicians responsible for the delivery and ongoing operations support, while also maintaining a positive work environment.

  • Leads team members to ensure timely resolution to problems across the organization, assigns work as needed, and tracks trends and issues that may need to be escalated to upper management.
  • Monitors outstanding issues and communication to team members experiencing issues.
  • Oversees work schedules and on-call rotations to ensure all operational hours are supported.
  • Manage team members development for optimal performance through mentoring, training, and ongoing development plans.
  • Develop and present support metrics reports on a regular basis.
  • Implement and direct continuous service improvement initiatives and methods.
  • Manage the helpdesk support knowledge base and knowledge management best practices.
  • Establish and monitor SLA's for all elements of helpdesk services.
  • Assist in the professional and technical development of the team.
  • Ensure technicians serve as the customer's advocate and liaison with other support teams and tiers.
  • Works as a member of the support team in resolving technical issues.

Works with Talent Acquisition to address staffing needs and interviews during the hiring process.

  • HS Diploma required, College Degree preferred.
  • 7+ years of multi-tier support experience in a corporate environment.
  • 3+ years of experience in leading support teams.
  • Experience working in a mixed network environment and in supporting client\server applications, Active Directory, network shares and printers.
  • Experience working for an international company or managing remote teams.
  • ITIL or similar certifications (valued but not required).

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