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)
Position Title: Help Desk Support Services
Location: Sacramento, CA
Clearance- Top Secret
Work Hours: The tier one help desk provides desk support 24 hours a day, 7 days a week with the exception of holidays. The tier one help desk provides call/contact center operations from 6am to 6pm Monday through Friday excluding federal holidays and provide on call support 24 hours per day including holidays and weekends with a response time not to exceed one hour to the government site for urgent necessity as determined by client.
Position Responsibilities:
Under general direction, provide 24/7 phone and on-site support for client personnel and phone/remote desktop support for remote. Support will cover a wide range of desktop hardware and software, common IT services and specific applications
Experience:
Minimum of 5 years of experience in help desk or information technology industry Certifications:
Job Type: Full-time
Salary: $70,000.00 - $80,000.00 per year
Experience level:
Schedule:
Security clearance:
Work Location: In person
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0 Help Desk Manager jobs found in Elk Grove, CA area