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)
This position will be based in Coeur d’Alene but will provide support to agency customers as needed in Coeur d’Alene and surrounding areas. Work location will vary depending on need.
Must be able to lift up to 50lbs and move computer equipment between locations.
A rental car may be used in the event equipment needs to be transported between locations. If traveling between multiple site locations during a single day, contractor will be eligible for reimbursement for actual fuel costs when driving rental vehicle.
Full-time professional work experience in Information Technology user IT help desk, to provide basic service desk support, including:
ITS will supply computer, phone, and work environment necessary to fulfill the duties as described above.
ITS reserves the right to cancel this request, or the contract at any time.
RELEVANT WORK EXPERIENCE: 1-2 yrs.
EXPERIENCE SUBSTITUTIONS: Accredited college training may substitute for the required work experience with a maximum substitution of four (4) years. (Fifteen (15) semester hours in Information Technology or a related area is required.) Accredited graduate training in the above area may substitute for the required work experience with a maximum substitution of two (2) years. Successful completion of an Information Technology Certification program may substitute for the required work experience with a maximum substitution of two (2) years. (Proof of certification must accompany application.) 1-2 years of work experience as a Network Engineer-Intermediate; LAN Administrator-Intermediate; Systems Administrator-Intermediate; Network Engineer-Associate; LAN Administrator-Associate may substitute for all required experience.
Skill Matrix