Help Desk Manager jobs in Broken Arrow, OK

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)

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Help Desk Staff
  • Osage Casino
  • Tulsa, OK OTHER
  • Overview

    Provides support for basic service requests reported to the helpdesk desk. Responsibilities include initial assessment, triage, research, and resolution of basic service requests regarding the use of application software products and/or infrastructure components. The helpdesk staff is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by assigning tickets to the appropriate IT staff for resolution.

     

    MINIMUM QUALIFICATIONS:

    • Must be 18 years of age or older.
    • High School Diploma or GED. Associates Degree preferred.
    • One year help desk, Desktop support or related experience.   
    • Microsoft Certified Desktop Technician preferred.
    • Casino experience preferred.
    • Required to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.
    • Required to maintain a valid Driver’s License.
    • Required to provide documents to show the applicant is eligible to work in the United States.
    • Osage, Native American, and Veteran preference shall apply to all positions at Osage Casinos.
    • Applicants must be able to perform all essential functions of job duties with or without reasonable accommodation.

    Responsibilities

    JOB DUTIES:

    • Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and mobile devices.
    • Answering the incoming call to the IT helpdesk, tracks requests for service via entering helpdesk tickets and categorizing them base on scope of service requested. 
    • Coordinates assignment of tickets to staff; reviews and monitors trouble tickets to ensure the timely resolution of issues.
    • Investigates user problems and identifies their source; determines possible solutions; tests and implements solutions.
    • Provisions new hires, separations, and modifications of security privileges for users of Osage Casinos systems.
    • Manages the process of reviewing & granting remote access (VPN) to vendors.
    • Maintain IT equipment inventory as it relates to PCs, printers and mobile devices.
    • Offer basic assistance with setup and use of audio-visual equipment for conference and training rooms.
    • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
    • Develop or maintain documentation as required.
    • Performs other duties as required.

    GUEST SERVICE:

    • Provides excellent internal and external guest services, treating all guests with courtesy and consideration at all times.
    • Cooperates and communicates with all employees, always exhibiting mutual respect and consistently projecting a positive, helpful image and attitude.
    • Monitors production and service levels by interacting with guest and staff

    COMMUNICATION:

    • Ensures company information provided by management is effectively communicated to assigned staff and ensures staff concerns, request for information, and ideas for improvement are effectively relayed to management.
    • Facilitates the flow of information throughout the area of responsibility by presiding over scheduled meetings with staff and team members as required.
    • Stays informed of company information and communications by reviewing all e-mails, digital boards and SharePoint.

    REGULATORY COMPLIANCE:

    • Maintains excellent working relationships with other Company staff and all applicable regulatory commissions and other agencies as may be applicable to ensure compliance.
    • Performs all duties in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.

    Qualifications

    PHYSICAL DEMANDS:

    • Required to sit for up to 8 hours per day.
    • Ability to stand, walk, stoop, kneel or crouch while performing duties.
    • Ability to use hands to finger, handle, or feel.
    • Ability to use arms to reach and lift above shoulders.
    • Must have normal auditory and good verbal communication.
    • Ability to lift, push, or pull upwards of 15 pounds.

    WORK ENVIRONMENT:

    • Work is typically performed within an office and Casino setting.
    • Exposure to second-hand smoke and a high noise level.
    • Evening and weekend shifts may be required. Extended hours and irregular shifts may be required.
  • 23 Days Ago

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Help Desk Technician
  • Career Employment Service
  • Bartlesville, OK FULL_TIME,CONTRACTOR
  • Hours for this position will be 6pm-6am Wednesday through Saturday. Provide direct technical support for issues involving hardware, software and networking for users throughout the company while provi...
  • Just Posted

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Help desk technician
  • Insight Global
  • Tulsa, OK FULL_TIME
  • Duration : 6 month contract, potential for on-going extensions Location : FULLY ON-SITE- Tulsa, OK 74102 Desired Skills and Experience : 2-5 years' experience as a Desktop Support Technician supportin...
  • 3 Days Ago

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Technical Help Desk II
  • TalentBurst, Inc.
  • Tulsa, OK CONTRACTOR
  • Job Title: Technical Help Desk II Location: Tulsa OK Duration:6 Months W2 Acceptable: Summary: The main function of the Technical Help Desk is to provide technical assistance to computer system users....
  • 3 Days Ago

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Help Desk Analyst (NOT Remote)
  • Saint Francis Health System
  • Tulsa, OK FULL_TIME
  • Full Time Hours: Days will vary | 6:00am - 6:00pm Job Summary: Operate and monitor the day to day business within the main Computer Data Center. Assuring the integrity of data through system backup's ...
  • 3 Days Ago

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Technical Help Desk II
  • Integrated Resources, Inc
  • Tulsa, OK FULL_TIME
  • Summary:The main function of the Technical Help Desk is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or res...
  • 3 Days Ago

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0 Help Desk Manager jobs found in Broken Arrow, OK area

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GIS Analyst II
  • TalentBurst, an Inc 5000 company
  • Tulsa, OK
  • Job Title: GIS Analyst II Location: Tulsa OK (Hybrid) Duration: 12 Months Job Description: The GIS Analyst II uses GIS a...
  • 3/29/2024 12:00:00 AM

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Technical Support Specialist
  • Optimize Search Group
  • Tulsa, OK
  • Job Title: Level 2/3 Support Technician Location: Tulsa, OK (On-site) Duration: Long-term Contract Job Description: As a...
  • 3/29/2024 12:00:00 AM

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Associate Application Analyst & Developer (.Net, MVC)
  • Mid-Continent Group
  • Tulsa, OK
  • Essential Job Functions and Responsibilities: Analyze/research issues with applications and provide remediation efforts ...
  • 3/28/2024 12:00:00 AM

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Sr. Security Analyst
  • System Soft Technologies
  • Tulsa, OK
  • looking for a Security Analyst with a primary focus on installing, configuring, maintaining, and driving the improvement...
  • 3/28/2024 12:00:00 AM

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Network/System Administrator (Net/Sys Admin) I
  • General Dynamics Information Technology
  • Tulsa, OK
  • Network/System Administrator I The primary function will be to organize, install, and support government organization's ...
  • 3/28/2024 12:00:00 AM

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Sr. Security Analyst
  • System Soft Technologies
  • Tulsa, OK
  • looking for a Security Analyst with a primary focus on installing, configuring, maintaining, and driving the improvement...
  • 3/27/2024 12:00:00 AM

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Player Support Specialist - Work From Home>
  • Mountaintop
  • Broken Arrow, OK
  • [Customer Service / Remote] - Anywhere in U.S. / Up to $27 per hour - As a Player Support Specialist you'll: Provide per...
  • 3/26/2024 12:00:00 AM

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PT Care Team Support Associate (Work From Home)>
  • CircleLink Health
  • Broken Arrow, OK
  • [Customer Service / Fully Remote] - Anywhere in U.S. / $20 per hour - As a Care Team Support Associate you'll: Address q...
  • 3/25/2024 12:00:00 AM

Broken Arrow is a city located in the northeastern part of the U.S. state of Oklahoma, primarily in Tulsa County but also with a section of the city in western Wagoner County. It is the largest suburb of Tulsa. According to the 2010 census, Broken Arrow has a population of 98,850 residents and is the fourth-largest city in the state. However, a July 2017, estimate reports that the population of the city is just under 112,000, making it the 280th-largest city in the United States. The city is part of the Tulsa Metropolitan Area, which has a population of 961,561 residents. The Missouri–Kansas–T...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$99,741 to $131,668
Broken Arrow, Oklahoma area prices
were up 1.2% from a year ago

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