Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
DESCRIPTION: Responsible for providing technical support and assistance to our staff members in resolving IT-related issues. This is an entry-level position focused on handling helpdesk support tickets and ensuring timely and effective resolution.
SUPERVISION: Directly supervised by the Chief Information Officer.
TYPICAL PHYSICAL DEMANDS: Must be able to stoop, bend, climb, and lift equipment and installation of wiring. Must be able to lift up to 50 pounds unassisted and stand for periods of time.
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HUMAN RIGHTS:
Gateway Community Health Center, Inc. does not discriminate regardless of race, color, marital status, religion, sex, national origin, ancestry, physical or mental handicap or disability, age Vietnam era veteran status, or other grounds as applicable federal, state and local laws or regulations.
I hereby acknowledge that I have read and understand the above-mentioned job duties, qualifications, policies, and procedures. I certify that I have received a copy of this job description. I also understand this position is grant funded and therefore dependent on the availability of grant funds.
Posted Salary: DOE Non-Exempt OSHA Category 2
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