Help Desk Manager jobs in Jonesboro, AR

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 Manager
  • Memphis Grizzlies
  • Memphis, TN FULL_TIME
  • The Opportunity

    The Memphis Grizzlies is seeking an IT Help Desk Manager to manage the activities and responsibilities of our service desk team. As part of IT’s leadership team, the manager is responsible for ensuring services and support are provided using excellent customer service levels, resolving all technical issues with the appropriate sense of urgency.  

     

    The IT Help Desk Manager will make a large impact on the organization by introducing, or improving upon existing, technology solutions. A problem-solving attitude with an ability to motivate your team to achieve specific goals is essential to perform well in this position. Ultimately, the IT Help Desk Manager will help develop and refine our company’s best practices and processes and increase client satisfaction. 

    In This Role You Will

    • Lead, manage, and hold the service desk team accountable for all daily activities.
    • Contribute to the resolution of service requests by providing the necessary technical leadership.
    • Provide accurate reports and metrics to company management.
    • Drive problem investigations, resolution, and improvements, escalating issues as required.
    • Maintain process adherence for the service desk team.
    • Be responsible for service delivery, escalation, communication, resolution, and client satisfaction.
    • Active role in the daily management of all service requests.
    • Identify trends and develop strategies to support these trends.
    • Assist in the career development and mentorship of service desk technicians.
    • Identify, measure, and report on key performance indicators that produce desired results.
    • Identify areas of opportunities, propose, and implement solutions.
    • Improve the effectiveness of the team members by promoting an environment of knowledge sharing.
    • Other duties as assigned.

    The Experience You Will Bring

    • Bachelor’s degree in Computer Science, Information Systems, or equivalent relevant work experiences. 
    • 3-5 years’ managing a help desk team, evaluating performance, and leading using a service/help desk queue. 
    • 3-5 years’ managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.). 
    • 5 years supporting end-user operating system and applications deployments (Windows, Office, etc.). 
    • 5 years of troubleshooting end-user networking issues (wired, wireless, VPN, etc.). 
    • Ability to multi-task and adapt to changes quickly. 
    • Service awareness of key IT services for which support is being provided. 
    • Understanding of support tools, techniques, and how technology is used to provide services. 
    • Strong communication, team collaboration, and relational skills with the ability to work with a wide range of audiences. 
    • Strong leadership with the ability to motivate the team. 
    • Experience with developing and managing metrics. 
    • Strong analytical and problem-solving skills, with an ability to handle multiple priorities. 
    • Proven ability to prioritize, multi-task, and adapt to a fast-paced team environment. 
    • Attention to detail is critical, as is being observant and following directions. 
    • Problem-solving and providing solutions to drive to a course of action. 
    • Able to work evenings, weekends, and holidays as needed.

      

    Nice to Have: 

    • Experience with ServiceDesk Plus and/or ServiceNow is a plus. 
    • Familiarity with ITIL and other IT service management frameworks is a plus. 
    • Knowledge of hospitality, venue management, sports and entertainment, specifically NBA basketball.

     

    What We Offer

     

    At the Memphis Grizzlies, we strive to support our team members through all stages of life with robust and attractive benefits, financial and wellness options and great perks.  In addition to offering a competitive salary, we have other great benefits and perks.

     

    Keeping You Healthy

    • Industry leading health coverage
    • Short and Long-term disability
    • Team Member and Dependent Life Insurance
    • Group Voluntary Benefits
    • Wellness programs through EAP and Headspace

    Discounts and Perks

    • Matching 401(k)
    • Employee Assistance Program
    • Tuition Reimbursement
    • Team Store Discounts
    • Happy Hours and other fun activities
    • Qualified parking and game night meals
    • NBA Sponsored Discount Programs
    • Employee Referral Bonuses
    • Employee Recognition Programs

    Taking Time Off

    • Generous Paid Time Off
    • Holiday Pay
    • Paid Parental Leave

     

    Memphis Basketball LLC is an equal opportunity employer. We are committed to treating all applicants and team members fairly based on their abilities, achievements and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or any other classification protected by law.

     

     

     

  • 21 Days Ago

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Help Desk Specialist
  • American Car Center
  • Memphis, TN FULL_TIME
  • Overview Overview:Our Mission is to provide hardworking people with quality vehicles and innovative financial solutions.At American Car Center (ACC) and American Financial (AF), we have a story to tel...
  • 21 Days Ago

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Help Desk Technician
  • TNBR Careers
  • Memphis, TN FULL_TIME
  • Southwest Tennessee Community College is a comprehensive, multicultural, public, open—access college. Southwest has 7 campuses/centers from which it offers over 100 programs and over 20 technical cert...
  • Just Posted

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Help Desk Specialist
  • Optus, Inc.
  • Jonesboro, AR FULL_TIME
  • Scope: The Helpdesk Specialist I provides excellent Tier-1 support for an assigned national account. This includes general troubleshooting, maintaining record databases, updating customer/service tick...
  • 4 Days Ago

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Help Desk Specialist (FT)
  • Optus, Inc.
  • Jonesboro, AR FULL_TIME
  • Scope: The Helpdesk Specialist I provides excellent Tier-1 support for an assigned national account. This includes general troubleshooting, maintaining record databases, updating customer/service tick...
  • 10 Days Ago

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Help Desk Specialist
  • ARServices
  • Millington, TN FULL_TIME
  • ARServices is seeking a Help Desk Specialist to join our team supporting the BUPERS NPC FM Office. In this position you will provide IT service desk and customer support services support. NOTE: Bureau...
  • 28 Days Ago

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0 Help Desk Manager jobs found in Jonesboro, AR area

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Desktop Support Technician, 24-13013
  • TeamBradley, Inc.
  • Jonesboro, AR
  • Desktop Support Technician Manage the install, maintenance, and upgrade of pc hardware and software. Share your expertis...
  • 3/28/2024 12:00:00 AM

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FT Consumer Support Specialist - 100% Work From Home>
  • Keeper
  • Paragould, AR
  • [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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Data Migration Lead
  • Capgemini Holding Inc
  • Manila, AR
  • Overview: Seasoned Data Migration Lead for seamless transition of data from Salesforce legacy system to Salesforce Servi...
  • 3/28/2024 12:00:00 AM

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Technical Support Engineer (Philippines Remote)
  • Cofense
  • Manila, AR
  • Reporting to the Manager of Global Technical Support, the Technical Support Engineer is responsible for assisting custom...
  • 3/28/2024 12:00:00 AM

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Member Support Associate (Work From Home)>
  • Hotel Engine
  • Paragould, AR
  • [Customer Service / Fully Remote] - Anywhere in U.S. / $20 per hour + bonuses / Medical, dental & vision / 401k match / ...
  • 3/27/2024 12:00:00 AM

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PC Technician
  • The Computer Hut LLC
  • Jonesboro, AR
  • Job Description Job Description We have an immediate opening for a PC Technician in our Jonesboro office. With our great...
  • 3/27/2024 12:00:00 AM

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Player Support Specialist - Work From Home>
  • Mountaintop
  • Jonesboro, AR
  • [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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Player Support Specialist - Work From Home>
  • Mountaintop
  • Paragould, AR
  • [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

Jonesboro is a city located on Crowley's Ridge in the northeastern corner of the U.S. State of Arkansas. Jonesboro is one of two county seats of Craighead County and the home of Arkansas State University. According to the 2010 Census, the city had a population of 71,551 and is the fifth-largest city in Arkansas. Jonesboro is the cultural and economic center of northeastern Arkansas. It is the principal city of the Jonesboro, Arkansas Metropolitan Statistical Area. In 2010, the Jonesboro metropolitan area had a population of 121,026 and a population of 163,116 in the Jonesboro-Paragould Combine...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$96,620 to $127,549
Jonesboro, Arkansas area prices
were up 1.3% from a year ago

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