Help Desk Manager jobs in Plymouth, MA

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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Director of Help Desk
  • Spencer Technologies
  • Medway, MA FULL_TIME
  • Position Summary -Director of Help Desk

    In this role the Director of Help Desk will be a high-energy, team-oriented Individual who will possess a a critical leadership role; and will be able to demonstrated ta rack record of success in providing technical leadership, planning, organizing, managing and overall supervision of Help Desk teams.

    The Director of Help Desk will be a hands-on leader possessing the experience of managing technical teams but also willing to roll up their sleeves and directly perform work as needed. This successful leader will be collaborative, inquisitive, and proactive. They will acquire good interpersonal, coaching, and strong troubleshooting skills. The Director of Help Desk has the technical, leadership, service catalog, incident management, and request management skills necessary to achieve results under tight deadlines without damaging relationships and can drive the improvements that will increase our user satisfaction with the delivery of Help Desk Services. They have successfully reorganized help desk organizations and/or launched new Help Desk organizations from the ground up.

    Essential Job Functions -Director of Help Desk

    • Provides leadership, technical guidance, and oversight to Help Desk leaders and employees that fall under them.
    • Defines Service Desk improvement roadmap in conjunction with infrastructure and security teams across the business
    • Identifies and reports metrics that will drive service desk improvements.
    • Consolidates and reports metrics from across Infrastructure and Operations on a weekly and monthly basis
    • Responsible for budget management related to areas of responsibility
    • Participates in management meetings, providing updates on areas of responsibility, and input on other topics impacting the business or Help Desk
    • Ability to effectively manage multiple competing demands, with changing priorities
    • Leads and/or actively supports high-profile initiatives related to the enhancement of Help Desk capabilities and service offerings
    • Ensure a high standard of customer service is maintained for both internal staff and external customers.
    • Monitor customer feedback and implement improvements to enhance the support experience.
    • Ensure a high standard of customer service is maintained for both internal staff and external customers.
    • Monitor customer feedback and implement improvements to enhance the support experience.
    • Analyze data and trends to identify areas for improvement and implement corrective actions.
    • Develop and launch internal Help Desk quality program
    • Works well in a team environment and have a proficiency in communicating business and technical requirements to internal teams, customers, and vendors
    • Develops and facilitates presentations to business partners, creating awareness of operational processes, performance, etc. (weekly, monthly, or quarterly business reviews)
    • Develops and supports the implementation of process improvement strategies to enhance departmental efficiency and effectiveness
    • Personnel management (hiring, performance reviews, terminating, coaching, mentoring, etc.)

    Qualifications and Education - Director of Help Desk

    • Proven experience in a leadership role within a retail help desk or technical support environment.
    • Strong technical knowledge of retail systems, point-of-sale (POS) systems, and related technologies.
    • Maintains a customer focus at all times
    • Demonstrated success in the consolidation/centralization of people, processes and technologies related to Help Desks
    • Ability to prioritize and manage multiple tasks in a fast-paced environment.
    • Experience with ITIL or other service management frameworks is a plus.
    • Ability to successfully manage remote and hybrid employees
    • Strong troubleshooting and outage resolution skills
    • Proven abilities to take initiative and be innovative
    • Excellent oral and written communication skills
    • Must be a team player with strong attention to detail and able to work independently
    • Proven track record of delivering timely and accurate results in a fast-paced environment
    • Excellent critical thinking, problem solving, mathematical skills, and sound judgment
    • Strong business acumen and ability to interface with non-technical counterparts.
    • 8 years hands-on technical leading service desks with a proven track record of improvements
    • 4 years- experience in a similar role managing technical personnel and technologies
    • 4 years- experience in a similar role supporting or managing several large, complex business environments
    • Demonstrated success in driving the integration of a single, consolidated team made of team members from across multiple divisions

    Physical Demands and Work Environment - Director of Help Desk

    This is largely a sedentary role; however, some general office activities are required. This would require the ability to lift files, open filing cabinets, bending, standing, and walking as necessary.

    • Continuously required to stand
    • Frequently required to walk
    • Frequently required to utilize hand and finger dexterity
    • 5%Frequently required to climb, balance, bend, stoop, kneel or crawl
    • 100%Frequently required to talk or hear
    • 0%Continually work near moving mechanical parts
    • 0%Occasionally work in high, precarious places
    • 0%Continually work around fumes, airborne particles, or toxic chemicals
    • While performing the duties of this job, the noise level in the work environment is usually Quiet to Moderate
    • The employee must occasionally lift and/or move up to 30 pounds
    • Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus

    Travel

    Overnight travel based on business needs, but generally less than 20%

  • 22 Days Ago

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Help Desk Technician
  • Cold Chain Technologies
  • Franklin, MA FULL_TIME
  • JOB DESCRIPTION The Help Desk Technician ensures proper computer, telephone, printer, network, mobile device management, and software operations so that end users can accomplish business tasks. Respon...
  • 23 Days Ago

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Help Desk Support Specialist
  • Bamsi
  • Brockton, MA OTHER
  • Overview General Statement of Duties This position will start in the office but will eventually be a Hybrid position. Work as part of the information technology team providing top-notch customer servi...
  • 23 Days Ago

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Help Desk Analyst
  • Robert Half
  • Braintree, MA OTHER
  • There is an opening for a Help Desk Analyst through Robert Half. As a Help Desk Analyst, you will be a creative problem solver who enjoys working in a dynamic and rapidly-changing work environment. Du...
  • 25 Days Ago

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Help Desk Support Specialist
  • Brockton Area Multi-Services Inc.
  • Brockton, MA OTHER
  • Overview General Statement of Duties This position will start in the office but will eventually be a Hybrid position. Work as part of the information technology team providing top-notch customer servi...
  • Just Posted

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IT Help Desk Support Technician
  • Managed IT Services Company
  • Plymouth, MA FULL_TIME
  • Local Information Technology Company seeking a Help Desk Support Technician to join our Help Desk Team. Previous technical support experience required. We are looking for an independent worker with th...
  • 4 Days Ago

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0 Help Desk Manager jobs found in Plymouth, MA area

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Information Technology Support Manager
  • Franklin Fitch
  • Yarmouth, MA
  • IT Operations Manager | Onsite in Yarmouth | up to $80,000 | Manufacturing Do you excel in a role where you can mentor a...
  • 3/28/2024 12:00:00 AM

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Field Support Manager (8+ years Required
  • Insight Global
  • Boston, MA
  • POSITION SUMMARY: Within the Computational Solutions team under the Chief Health Information Office, the Frontline Suppo...
  • 3/28/2024 12:00:00 AM

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Customer Support Manager
  • Pison Technology, Inc.
  • Boston, MA
  • **Customer Support Manager** at Pison Boston, MA Pison is creating the next generation of neural interfaces that focus o...
  • 3/27/2024 12:00:00 AM

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Senior Engineer, System Planning (Hybrid)
  • Eversource Energy
  • Westwood, MA
  • The DER Planning Senior Engineer in System Planning provides distribution focused subject matter expertise in DER power ...
  • 3/27/2024 12:00:00 AM

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Customer Support Manager
  • Biofourmis
  • Needham, MA
  • Biofourmis brings the right care to every person, no matter where they are. The company's AI-driven solution collects an...
  • 3/26/2024 12:00:00 AM

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System Administrator and Technology Manager
  • City Connects, Center for Thriving Children
  • Chestnut Hill, MA
  • Growing and dynamic organization seeks an experienced professional in the area of technology support and administration....
  • 3/26/2024 12:00:00 AM

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Senior Service Desk Manager
  • Tenth Revolution Group
  • Boston, MA
  • 🌟 Exciting Opportunity: Senior Service Desk Management Role in Global Financial Enterprise! Are you a seasoned IT profe...
  • 3/25/2024 12:00:00 AM

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T901 Product Support Manager
  • GE
  • Lynn, MA
  • Job Description Summary The T901 Product Support Manager demonstrates accountability for functional, business, and broad...
  • 3/25/2024 12:00:00 AM

The latitude of Plymouth is 41.95833 and its longitude is −70.66778. According to the United States Census Bureau, the town has a total area of 134.0 sq mi (347 km2), of which 96.5 sq mi (250 km2) is land, and 37.5 sq mi (97 km2) (28%) is water. With the largest land area of any municipality in Massachusetts, Plymouth consists of several neighborhoods and geographical sections. Larger localities in the town include Plymouth Center, North, West and South Plymouth, Manomet, Cedarville, and Saquish Neck. Plymouth makes up the entire western shore of Cape Cod Bay. It is bordered on land by Bourne ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$113,519 to $149,857
Plymouth, Massachusetts area prices
were up 1.6% from a year ago

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