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 Title: Experienced Help Desk Manager
Location: Fresno, California
This is a full time, in office position.
Company: McMillan IT Engineering, a leading Managed Services IT company specializing in high-end network engineering, client infrastructure support, help desk services, and IT outsourcing solutions. We have a 30 year track record of excellence in the Central Valley and we are looking to expand our team.
Overview: We are seeking an experienced Help Desk Manager to lead our team of dedicated help desk technicians. The ideal candidate will possess strong leadership skills, excellent technical knowledge, and a passion for providing exceptional customer service. This role will involve overseeing day-to-day operations of the help desk, ensuring proper ticket management, mentoring team members, and collaborating with upper management to drive departmental improvements.
Key Responsibilities:
Monitor ticket queues to ensure tickets are assigned, prioritized, and resolved efficiently.
Provide guidance and support to help desk technicians in maintaining high standards of customer service.
Work closely with team members to triage incoming tickets and allocate resources effectively to meet service level agreements (SLAs).
Identify and address any inefficiencies or bottlenecks in the help desk workflow to improve overall productivity.
Foster a collaborative and supportive team environment where knowledge sharing and continuous learning are encouraged.
Provide hands-on training and guidance to ensure new hires are equipped with the necessary knowledge and skills to succeed in their roles.
Regularly review and update documentation to reflect changes in technology or best practices.
Identify opportunities for process improvements and implement solutions to streamline help desk operations.
Foster open communication and collaboration among team members to address issues and drive collective success.
Collaborate with management to align help desk goals and initiatives with the company's overall objectives.
Qualifications:
Strong technical knowledge of IT systems, networks, and software applications.
Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels.
Proven leadership abilities, with experience mentoring and developing team members.
Familiarity with help desk ticketing systems and IT service management (ITSM) best practices.
Benefits:
Opportunities for professional development and career advancement.
Collaborative and dynamic work environment.
Chance to work with cutting-edge technology and industry-leading clients.
McMillan IT Engineering is an equal opportunity employer and welcomes applications from individuals of all backgrounds and experiences. We are committed to fostering an inclusive and diverse workplace where everyone feels valued and respected.
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