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)
Job Summary:
Titan Technologies has an immediate opening in Destin, FL for a Help Desk Manager to support our Florida-based IT Services Programs. If meaningful work and having an impact is important to you, consider this opportunity! In this role, you will be responsible for overseeing the day-to-day operations of our help desk teams that handle T1/2 incidents and triaging and resolving calls, chats, emails, and online tickets in support of internal and external help desk projects. Ideal candidates will have experience leading others, supporting management in executing important projects, and driving sustainable performance improvements for IT Services projects. The ideal candidate will be competent in customer and employee experience, help desk solutions (people, process, technology), directing and supporting others, as well as motivating, inspiring, and training the workforce. Furthermore, the Help Desk Manager will be responsible for the following:
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Company Description:
Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!
Titan is proud to be a Service Disabled Veteran Owned Business.
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