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)
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
Qualifications and Education - Director of Help Desk
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.
Travel
Overnight travel based on business needs, but generally less than 20%
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