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)
Description
DASCO has been voted as one of the 2019, 2020, 2021, 2022 AND 2023 Top Places to Work in Columbus CEO magazine. We've also been named as one of America's Fast-Growing companies by Inc. 5000! Join Us!
Our benefits include: competitive compensation based on industry standards, an excellent benefits package, which includes: generous 401(k) match with immediate vesting, growth opportunities, health insurance benefit opportunities for eligible employees which include Medical, Dental, Vision, excellent PTO which increases based on tenure, holiday pay, and a fantastic company culture!
SUMMARY:
The Help Desk Technician II plays a pivotal role in supporting the Director of Information Technology by providing technical assistance to associates encountering IT hardware and software challenges. This position involves troubleshooting, routine maintenance, and facilitating the setup of equipment and applications.
ESSENTIAL FUNCTIONS:
1. Help Desk Support:
2. Technical Support:
3. Maintenance Tasks:
4. Repairs and Diagnostics:
5. Workstation Management:
6. Project Involvement:
7. Inventory Management:
8. On-call Support:
9. Additional Responsibilities:
Requirements
REQUIRED EDUCATION AND/OR EXPERIENCE:
PREFERRED EDUCATION AND/OR EXPERIENCE:
ADDITIONAL QUALIFICATIONS:
None.
COMPETENCIES:
Excellent communication skills.
Detail-oriented with strong problem-solving abilities.
Commitment to compliance and maintaining high standards.
Dedication to providing exceptional customer service.
Ability to manage stress and prioritize tasks effectively.
Technical proficiency in IT hardware, software, and systems.
POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time position, and hours of work and days are Monday through Friday, with the core hours being between 8:00 a.m. to 5:00 p.m. Work may occur before or after core work hours or over the weekend. Hybrid.
SUPERVISORY RESPONSIBILITY:
This position has no supervisory role.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an associate encounters while performing the duties and responsibilities of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the duties and responsibilities.
The typical environment for this position is indoors; however, some tasks may require the associate to work outdoors. While performing the duties of this job, the associate might endure extreme temperatures depending on the weather, season, and/or location and nature of the task. The noise level varies depending on the location and nature of the task being performed.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an associate to successfully perform the duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the duties and responsibilities. While performing the duties of this job, the associate is regularly required to sit. The associate is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The associate must occasionally lift and/or move up to 75 pounds. The associate may occasionally be required to climb, squat, crawl, and reach.
TRAVEL:
Some travel is required for this position, with occasional overnight travel as needed.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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