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)
JOB DESCRIPTION: The Help Desk Technician will respond to telephone calls, emails and personnel requests for
technical support from clients and vendors and inputs those requests into the Help Desk Database. This position
also provides initial Level I problem resolution or coordinated dispatch, analysis, troubleshooting and problem
resolution for hardware/software, operating systems at the end-user location. This position also supports
telephony, broadband and wireless telecommunication support & services contracted with Tulalip Tribes.
TO APPLY: Complete the web form application located on the Quil Ceda Village Self Service portal:
https://ess.tulaliptribes-nsn.gov/MSSQCV/employmentopportunities/default.aspx. For more information or
questions, please visit: http://quilcedavillage.org/Employment or call Quil Ceda Village HR at 360-716-5016.
EMPLOYEE CLASSIFICATION: Non-Exempt
EMPLOYEE REPORTS TO: IT Manager
EDUCATION:
SKILLS:
EXPERIENCE:
OTHER REQUIREMENTS:
email devices
or staff
past employers
PHYSICAL CHARACTERISTICS AND/OR PREREQUISITES:
SPECIFIC JOB PERFORMED:
restore system functionality.
a liaison
and/or other operational problems
Apple products
to address recurring customer issues.
training purposes.
TERMS OF EMPLOYMENT:
This is a Regular Full-time position, requiring at least 40 hours per week, or 2080 hours per year. Employee may be required to work
after hours, weekends, special events and/or on call. Upon successful completion applicable probationary period employee may be
eligible for an increase in pay, subject to budgetary restriction. Employees will be required to work on-site, no telecommuting. No
provisions for relocation will be provided.
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