Help Desk Manager jobs in Garland, TX

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 Operations Manager
  • Scantron
  • Dallas, TX FULL_TIME
  • Scantron Corporation is a global, diversified company who succeeds at two separate lines of business: Data Capture in the Education industry and as a Managed Service Provider of Information Technology (IT) services.

    For our Education customers, Scantron develops and delivers millions of digital education assessments and certification tests, provides managed technology support for tens of thousands of IT endpoints and devices, manages more than a half-billion copied pages, prints & delivers hundreds of millions of high-precision, scannable answer sheets, and supports leading educational institutions, small to large businesses, and government agencies across the globe.

    For our Information Technology customers, who know us as Secur-Serv, we provide installation, implementation, security, maintenance, repair, and managed services for computers, networks, Scantron’s data collection devices, and other mobile and static devices. 

    Scantron Corporation is headquartered in the Twin Cities of Minnesota, with other locations in Omaha, Nebraska, and Lancaster, Pennsylvania.

    Why Scantron?

    • We have a generous benefits package for our full-time employees, which includes a EPO medical plan option, HSA medical plans with employer contributions to your HSA Account, dental, vision, company-paid life insurance, and company-paid short- and long-term disability coverage. 

    • Plan for your future with Scantron’s 401K savings plan with a generous company match. You are vested on your first day of eligibility in the plan. 

    • Participate in our company wide well-being program that also serves to lower your annual health insurance premiums.  

    • Explore new education and training opportunities with our Tuition Reimbursement Plan which covers up to $5,250, or use our LinkedIn Learning platform to develop your skills and career.  

    This is a remote, work-from-home position, and all qualified candidates are encouraged to apply in the continental U.S., with the exception of candidates from Colorado, California, Washington, and New York.

    POSITION SUMMARY
    The Help Desk Operations Manager is responsible for quality and customer experience with our Managed IT Help Desk.  The role requires management of support tickets, workflows and team collaboration with Help Desk technicians and managers in a fast-paced, technical environment.  This is a client-facing position with daily interaction involving customer satisfaction, scheduling, escalation, and relationship building.

    ESSENTIAL RESPONSIBILITIES
    Customer Focus

    • Work customer tickets as needed/available.
    • Assist technicians with technical or customer needs.
    • Maintain scheduled ticket status and scheduled service calls.
    • Follow-up as first Point of Contact for negative ticket survey response.
    Project Management
    • Monitor all active Help Desk tickets to ensure quality.
    • Watch Service Level Agreement for all technicians.
    • Watch communication metric for all technicians.
    • Move/escalate tickets for technical or availability resolution.
    • Move/escalate tickets to meet service level agreements.
    • Assist in inter-department ticket assignment.
    • Balance Help Desk technician workload
    • Schedule / dispatch Field Service tickets and coordinate materials
    • Provide first Point of Contact for Field Service escalation.
    Management of Staff
    • Build team cohesion and best-in class customer support culture and foster a positive and energetic high-performing team coaching. 
    • Plans, directs, and coordinates the efforts of assigned staff members toward attainment of goals and objectives.
      • Develops staff.
        • Provides advice and guidance to staff regarding client relationships and projects.
        • Identifies developmental and growth opportunities for staff members.
        • Ensures appropriate training is provided to staff.
    • Provides coaching, communication, feedback and completes formal performance appraisals for each assigned staff member.
    • Participates in the selection process for new employees to ensure adequate staffing.
    • Manage team members to achieve all goals while following all corporate policies and procedures.
    • Develops and maintains an environment that is optimal for employee productivity, employee engagement and job satisfaction.
    • Provide consistent clear communication and direction to the operations staff and management.
    • Coordinate with Manager and the People Department to determine appropriate disciplinary actions for performance conduct quality attendance or other actions that are deemed inappropriate or non-productive.
    • Prepare and conduct periodic performance reviews.
    Administration
    • Implements and sustains process improvement. 
       
    REQUIREMENTS
    Education / Experience
    • High School Diploma or GED
    • 2 years of IT Management experience
    • 2 years of Call Center experience
    • Experience in leading a team, including hiring, training, and performance management.
    • Basic understanding of project management principles to oversee help desk initiatives.
    • Ability to develop training programs and materials for help desk staff.
    • Experience in managing budgets and controlling costs related to help desk operations.
    • Proficiency in generating and analyzing reports to track help desk performance and identify areas for improvement.
    Skills
    • Understanding of IT systems, networks, and hardware/software troubleshooting and proficiency in using MS Office applications.
    • Ability to handle customer issues professionally and efficiently.
    • Capacity to identify, analyze, and resolve complex technical issues.
    • Strong verbal and written communication skills for interacting with both technical and non-technical stakeholders.
    • Ability to manage multiple tasks and priorities effectively.
    Other Requirements
    • Be part of On-Call rotation
       
    PREFERRED SKILLS/EXPERIENCE
    • Familiarity with ITIL (Information Technology Infrastructure Library) practices for service management.
    • Experience in managing relationships with external vendors and service providers
    PHYSICAL DEMANDS/WORKING CONDITIONS
    • Extended use of computer monitor
    • General office environment

    SCANTRON IS AN EQUAL OPPORTUNITY EMPLOYER. 

     All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. 

    Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our People Department by emailing Hiring@Scantron.com or calling 402.235.6967. 

    EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. 

  • 1 Month Ago

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Help Desk Manager (Hybrid DFW, TX)
  • Elan Partners
  • Irving, TX FULL_TIME
  • TITLE: Help Desk Lead (Hybrid – DFW, TX) Direct Hire Opportunity No Sponsorship Hybrid - Onsite first 3 months in Irving, then 3 days in office, 2 days remote. Are you a motivated Help Desk Lead who i...
  • 2 Days Ago

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Help Desk
  • TEKsystems
  • Coppell, TX CONTRACTOR
  • The Service Desk Analyst has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users with majority of locatio...
  • 3 Days Ago

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Help Desk
  • Robert Half
  • Richardson, TX OTHER
  • To be considered for a job at a rapidly expanding company in the Real Estate & Property industry, apply for Robert Half's Help Desk Analyst role, which will be responsible for supporting local and fie...
  • 4 Days Ago

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Senior Help Desk Specialist
  • U.S. Bank National Association
  • Irving, TX FULL_TIME
  • At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succee...
  • 20 Days Ago

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Help Desk Technician
  • The Principle Group
  • Frisco, TX CONTRACTOR
  • Help Desk/Support Technician- Frisco, TX Location: TX 75034 (onsite only) Field Services professional with 3 years of experience with the ability to perform the following tasks in a professional manne...
  • Just Posted

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0 Help Desk Manager jobs found in Garland, TX area

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Apps Support Specialist
  • Angel of the Winds
  • Arlington, TX
  • ** Apps Support Specialist** **Job Category****:** IT **Requisition Number****:** APPSS002407 Showing 1 location **Job D...
  • 3/27/2024 12:00:00 AM

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Team Leader
  • VINCI Facilities
  • Denton, TX
  • **Team Leader** **Help Desk Team Leader** **Sub Division: FMPC** **Location: Denton** **Contract Type: Permanent** **Hou...
  • 3/27/2024 12:00:00 AM

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Operations Support Manager
  • Rinker Materials
  • Dallas, TX
  • Job Description Job Description Why Join Our Team? Joining Rinker means becoming a part of a team that's committed to ma...
  • 3/27/2024 12:00:00 AM

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Desktop Engineer
  • Franklin Fitch
  • Dallas, TX
  • Desktop Engineer | On-site in Dallas, TX | $75,000 - $85,000 + Benefits We are currently working with an established fir...
  • 3/27/2024 12:00:00 AM

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IT Operations Manager
  • DN Tanks
  • Grand Prairie, TX
  • Our culture is rooted in a shared vision - to help keep the world's most precious resource safe - and in the core values...
  • 3/27/2024 12:00:00 AM

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Warehouse Manager
  • Fractal Design
  • The Colony, TX
  • Job Description Job Description Position Summary: The Warehouse Manager will collaborate closely with the Technical Supp...
  • 3/26/2024 12:00:00 AM

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Help Desk Manager
  • Saxon Global
  • Plano, TX
  • Our Client is looking for HelpDesk Manager Role, who has got some experience in Project Coordination Due to the Nature o...
  • 3/25/2024 12:00:00 AM

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Instruction Support Manager - REMOTE
  • MasteryPrep
  • Dallas, TX
  • Ignite student success with unrivaled operational brilliance Organization meets opportunity in the role of Instructional...
  • 3/24/2024 12:00:00 AM

Garland is a city in the U.S. state of Texas. It is located northeast of Dallas and is a part of the Dallas–Fort Worth metroplex. It is located almost entirely within Dallas County, except a small portion located in Collin and Rockwall counties. As of the 2010 census, the city had a population of 226,876, making it the 87th-most populous city in the United States of America and the 12th-most populous city in the state of Texas. In 2017, the population rose to 238,002. Garland is second only to the City of Dallas in Dallas County by population and has easy access to downtown Dallas via public t...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$104,374 to $137,784
Garland, Texas area prices
were up 2.2% from a year ago

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