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)
Do you look forward to going to work every day?Now is a great time to join the helpdesk division of our well established, fast growing technology firm (MSP) located in Beverly MA. Not only do we take great pride in what we do, we have fun doing it! We are a tight knit, high paced, high speed, high energy crew that enjoys working together. We are looking to add a personable, energetic & creative Helpdesk Tech to our team who can take the reins on helping our clients be productive and profitable by minimizing issues related to their I.T. infrastructure. As our company grows, so will the responsibilities of this position, so, this won’t be an easy role but I can guarantee you this; you will enjoy coming to work every day and the only time you will “watch the clock” is when you glimpse up in amazement and say, “Man! I can believe its 5pm already, again!” Please check out the list of some of the skills and knowledge that will be required to fill this position, and if you think you’d be a good fit, carefully follow the list of instructions below.
GENERAL SUMMARY:
The Helpdesk Technician is responsible for immediate, remote response to I.T. related issues submitted by clients via email, phone or out automated ticket system.
Essential Duties and Responsibilities:
Remotely, quickly & efficiently diagnose and resolve I.T. related client issues. Will be responsible for quality trouble ticket follow-up, completion, management, escalation and/or dispatch. Clearly and concisely document actions taken, knowledgebase and/or “How to Articles”. Ensure client satisfaction on a daily basis and reducing client issues are essential in this position. Identify trends with client issues, document and help plan permanent solutions for reoccurring issues.
Knowledge, Skills, and/or Abilities Required:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Expected Outcomes:
Educational/Vocational/Previous Experience Recommendations:
Working Conditions:
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties will be assigned as needed.
Job Type: Full-time
Pay: $47,000.00 - $52,000.00 per year
Experience level:
Schedule:
Work Location: In person
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