Help Desk Manager jobs in Gainesville, FL

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 Analyst II
  • Tower Hill Insurance Group
  • Gainesville, FL FULL_TIME
  • Description:

    Tower Hill Insurance Group has an exciting opportunity for a talented Help Desk Analyst II, who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Florida's most trusted names in homeowners insurance, but it offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry.

    The Help Desk Analyst II will provide first level customer service support and resolution on the telephone and through the ticket tracking application to end user community, agents and internal employees on business application errors/failures, software and network related incidents, requests, questions and use. Engages in incident resolution through communication with users, critical thinking and analysis, step by step walkthroughs to determine problems, evaluating incident or problem priority to propose possible cause of problem, escalating incidents to next tier and tracks and closes request with detailed supporting documentation.

    Requirements:

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Create a positive customer support experience and build strong relationships through providing day to day support to end user community by understanding and troubleshooting problems, ensuring timely resolution or escalation and communicating promptly on progress
    • Monitor and tracks existing incidents and requests through closure
    • Troubleshoot, correct and/or escalate technical and non-technical issues to Supervisor/Manager in a timely manner.
    • Independently addresses and resolves mid to high level incidents and requests; engages other resources to resolve incidents that are beyond the scope of their ability or responsibility
    • Analyzes data or Information to identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts
    • Document reported issues/enhancements and report to IT management for analysis.
    • Establishes and maintains interpersonal relationships by developing constructive and cooperative working relationships with others, and maintaining them over time
    • Organizes, plans, and prioritizes work tasks and projects by developing specific goals and plans to prioritize, organize, and accomplish all work tasks and projects
    • Help train new members of the Help Desk team in understanding internal systems, vendor systems, policy processes and how to resolve issues that are reported for each.
    • Support IT Ops, Desktop Services and Production Support to resolve open incidents or requests, assist with data recoveries as needed.
    • Run reports for various business needs as requested
    • Various other duties as assigned

    QUALIFICATIONS

    • Basic to Intermediate working knowledge of web applications, network structure and PC applications
    • Basic to Intermediate working knowledge of relevant software, processes, hardware and applications for Tower Hill.
    • Strong customer service background with attention to detail, organizational, multi-tasking and follow-up skills
    • Strong analytical skills and technical aptitude
    • A methodical approach to problem solving skills.
    • Excellent interpersonal and teamwork skills with positive outlook Good decision-making skills.
    • Good decision-making skills.
    • Good time management skills to help effectively manage priorities
    • Ability to work well under pressure
    • Very strong communication skills (verbal and written) focusing on evaluation, documenting and relaying detailed information regarding reported incidents, problems and requests

    EDUCATION AND EXPERIENCE

    • Associate's degree (A. A.) or equivalent from two-year college or technical school; or two year to five years related experience and/or training; or equivalent combination of education and experience.


    We offer competitive pay and benefits, and well-being programs to support you and your family. For more information about our company, careers and Total Compensation visit: Total Compensation - Tower Hill Insurance (thig.com)


    *Tower Hill Insurance currently operates in these states AL, CT, FL, GA, IA, IN, KY, MI, MS, NC, OH, PA, SC, TN, TX, UT, VA, WV. The work location is flexible if approved by Tower Hill Insurance.


    Tower Hill Insurance is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


    Tower Hill Insurance is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to hrdepartment@thig.com or call (561) 812-6247 and let us know the nature of your request and your contact information.


    All applicants will receive an acknowledgement that their application has been received. Candidates will not receive status updates regarding their application; however, those candidates selected for further consideration will be contacted by Human Resources.





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    About the Company:
    Tower Hill Insurance Group


    Not only is Tower Hill Insurance one of Florida's most trusted names in homeowners insurance, but it offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry.



    Company Size:
    100 to 499 employees


    Industry:
    Insurance


    Founded:
    1972


    Website:
    https://www.thig.com/


  • 1 Month Ago

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Help Desk Support I
  • Cherokee-Federal
  • Gainesville, FL FULL_TIME
  • Help Desk Support I Help Desk Support I will answer and troubleshoot calls from local and remote staff and perform basic system administration of microcomputer operating systems. Compensation & Benefi...
  • 1 Month Ago

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Case Manager - Family Help
  • Youth and Family Alternatives Inc
  • Lecanto, FL FULL_TIME
  • DescriptionWHO IS YFA?Youth and Family Alternatives, Inc. (YFA) is a progressive not-for-profit organization of 300 staff who are dedicated to working in partnership with communities and families to c...
  • 4 Days Ago

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Hotel Front Desk Manager
  • Holiday Inn
  • Gainesville, FL FULL_TIME
  • ```Job Summary```We are seeking a highly motivated and experienced Front Desk Manager to join our team. As the Front Desk Manager, you will be responsible for overseeing all front desk operations and ...
  • 19 Days Ago

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Front desk manager
  • Columbus Hospitality Management
  • Ocala, FL FULL_TIME
  • Primary Responsibilities : Supervise the Front Desk department to ensure a continual level of outstanding customer service. Maintain established company policies and processes related to customer serv...
  • 19 Days Ago

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Restaurant Seasonal Help
  • Cracker Barrel Old Country Store, Inc.
  • Ocala, FL OTHER
  • Store LocationUS-FL-Ocala Pay Starting At Overview If you’re passionate about a great guest experience and true hospitality, this is the role for you! Whether you’re helping a guest find the perfect h...
  • 20 Days Ago

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0 Help Desk Manager jobs found in Gainesville, FL area

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Temporary Position - Operational Technology Network Analyst
  • SMX USA
  • Gainesville, FL
  • GAINESVILLE REGIONAL UTILITIES Operational Technology Network Analyst SUMMARY This position performs complex technical a...
  • 3/28/2024 12:00:00 AM

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Devops Engineer
  • Syms Strategic Group, LLC (SSG)
  • Gainesville, FL
  • Syms Strategic Group (SSG) is seeking a talented DevOps Engineer Please join SSG on this large, highly complex nationwid...
  • 3/28/2024 12:00:00 AM

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Tech Support II
  • Spherion
  • Gainesville, FL
  • Spherion Gainesville, FL has a client looking for a Tech Support II to troubleshoot advanced computer and network proble...
  • 3/28/2024 12:00:00 AM

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FT Consumer Support Specialist - 100% Work From Home>
  • Keeper
  • Gainesville, FL
  • [Customer Service / Remote] - Anywhere in U.S. / $20.25 per hour / Medical, Dental & Vision / 401k / PTO / M-F 8:30a-5:0...
  • 3/28/2024 12:00:00 AM

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Operational Technology Network Analyst
  • ECA Staffing Solutions, Inc
  • Gainesville, FL
  • SUMMARY This position performs complex technical and analytical work to support a robust multi-facility Energy Systems S...
  • 3/27/2024 12:00:00 AM

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IT Technician Level II
  • Technogroup Inc
  • Gainesville, FL
  • Job Description Job Description About Us: Founded in 1989, ComSys is a Managed Technology Services Provider (MTSP) that ...
  • 3/26/2024 12:00:00 AM

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Player Support Specialist - Work From Home>
  • Mountaintop
  • Gainesville, FL
  • [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
  • Gainesville, FL
  • [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

Gainesville is located at 29°39'55" North, 82°20'10" West (29.665245, −82.336097), which is roughly the same latitude as Houston, Texas. According to the United States Census Bureau, the city has a total area of 62.4 square miles (161.6 km2), of which 61.3 square miles (158.8 km2) is land and 1.1 square miles (2.8 km2) is water. The total area is 1.74% water. Gainesville's tree canopy is both dense and species rich, including broadleaf evergreens, conifers, and deciduous species; the city has been recognized by the National Arbor Day Foundation every year since 1982 as a "Tree City, USA". Gain...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$95,591 to $126,190
Gainesville, Florida area prices
were up 1.5% from a year ago

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