Help Desk Manager jobs in Mckinney, 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)

S
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

E
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

T
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

R
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

U
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

T
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...
  • 2 Days Ago

Filters

Clear All

Filter Jobs By Location
  • Filter Jobs by companies
  • More

0 Help Desk Manager jobs found in Mckinney, TX area

J
Project Development Application Engineer MX
  • Johnson Controls International
  • Apodaca, Nuevo León
  • The Project Development Application Engineer is responsible for supporting the sale of a wide range of Chiller Solutions...
  • 3/28/2024 12:00:00 AM

G
Senior Systems Administrator (Australia) - TS/SCI with Polygraph
  • General Dynamics Information Technology
  • General Dynamics Information Technology (GDIT) is seeking an IT Engineer with Microsoft Enterprise Systems Administrator...
  • 3/28/2024 12:00:00 AM

G
Senior Network Administrator
  • General Dynamics Information Technology
  • GDIT has an exciting opportunity for a Sr. Network Administrator to support U.S. Army Europe as part of our EMITS progra...
  • 3/28/2024 12:00:00 AM

J
Specialist, Field IT Support (IT Field Eng II)
  • Johnson Controls International
  • Apodaca, Nuevo León
  • What would you do: This position performs the IT Field Operations Support (IT-FOS) function commensurate with the experi...
  • 3/27/2024 12:00:00 AM

G
Senior Systems Administrator (Australia) - TS/SCI with Polygraph
  • General Dynamics Information Technology
  • General Dynamics Information Technology (GDIT) is seeking an IT Engineer with Microsoft Enterprise Systems Administrator...
  • 3/25/2024 12:00:00 AM

G
Senior Systems Administrator (Australia) - TS/SCI with Polygraph
  • General Dynamics Information Technology
  • General Dynamics Information Technology (GDIT) is seeking an IT Engineer with Microsoft Enterprise Systems Administrator...
  • 3/25/2024 12:00:00 AM

J
MES Programmer Engineer
  • Johnson Controls International
  • Apodaca, Nuevo León
  • MES Programmer This position is to be fulfilled by a focused and self-motivated engineer to work in a dynamic industrial...
  • 3/25/2024 12:00:00 AM

L
Network Design Engineer - TS/SCI with Poly Required
  • Leidos
  • Alice Springs, NT
  • Description Job Description: The Digital Modernization Sector at Leidos is seeking a Sr. Network Design Engineer to perf...
  • 3/21/2024 12:00:00 AM

McKinney is a city in and the county seat of Collin County, Texas, United States. It is Collin County's second-largest city, after Plano. Part of the Dallas-Fort Worth metroplex, McKinney is about 32 miles (51 km) north of Dallas. The Census Bureau listed McKinney as the nation's fastest-growing city from 2000 to 2003 and again in 2006, among cities with more than 50,000 people. In 2007, it was ranked second-fastest-growing among cities with more than 100,000 people and in 2008 as third-fastest. In the 2010 census, the city's population was 131,117, making it Texas's 19th-most populous city. T...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$104,037 to $137,341
Mckinney, Texas area prices
were up 2.2% from a year ago

Help Desk Manager in Pueblo, CO
Help desk support job description pictures, typically work with automated help desk support in this set enduser or software programs used to cancel job.
December 15, 2019
Help Desk Manager in Dayton, OH
The growth of your business will also be facilitated through this software because it will help to build an even larger customer base with its consistency and convenience.
December 04, 2019
Help Desk Manager in Detroit, MI
Our online writing services are not limited help desk manager resume cover letter to essays only.
February 12, 2020