Help Desk Manager jobs in South Burlington, VT

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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Help Desk Manager
  • BlueCross BlueShield of Vermont
  • Montpelier, VT FULL_TIME
  • Blue Cross and Blue Shield of Vermont is looking for a Help Desk Manager to join our IT Infrastructure Operations team. Our company is built on an unwavering focus on our members and giving them the best service possible. We offer a balanced and flexible workplace, an onsite gym, fitness and wellness programs, a competitive salary and full benefits package including medical and dental insurance, vision, 401K, paid time off and holidays, tuition reimbursement and student loan repayment, dependent caregiver benefits, and resources to support your ongoing personal and professional growth and development.

    REMOTE WORK: Blue Cross has transitioned to a hybrid workplace where employees within driving distance of our Berlin, VT office work Wednesdays in the office with flexibility to work remotely the rest of the week. This role will require onsite attendance on Wednesdays and more often as needed.

    Help Desk Manager Responsibilities:

    • Manage the day-to-day operations of the help desk team including the distribution of workload, tracking workload, and evaluating team member performance
    • Oversee team productivity, training, and evaluation of the help desk operations to inform improvements to ensure high-quality technical support and enhance customer satisfaction
    • Ensure service requests and incidents are handled timely, accurately, and requests are escalated according to defined standards
    • Establish, maintain, and improve technology guidelines, operating procedures, and support documentation incorporating best practices throughout the entire technical support process in collaboration with the Director, Infrastructure Operations, and other applicable internal technical teams
    • Establish specific customer service standards for help desk performance in collaboration with the Director, Infrastructure Operations, to optimize and support relations and perceptions between the help desk and company employees.
    • Recruit, train, mentor, and coach help desk team members with the goal of building a dynamic, high-functioning team and providing world-class customer service
    • Assess the effectiveness of the help desk technical support process, seek improvements on existing procedures and provide recommendations on areas to improve to the Director, Infrastructure Operations

    Help Desk Manager Qualifications:

    • BS in Computer Science, Information technology, or related field. Five years related work in lieu of a bachelor’s degree.
    • 3 years of leadership experience in customer service, call center, or IT Help Desk environment
    • 6 years of experience working with desktops, laptops, printers, mobile devices, and related software
    • Must be flexible in working hours, travel, and work environments
    • Certifications such as ITIL v4, CompTIA A , and Network , desirable
    • Experience/familiarity with the following hardware and software, desired: FreshService (or similar IT Service Management software), VMware vSphere, VMware Horizon View, Windows 10/11/Server, M365/Office, HP laptops, Azure, and healthcare market software products and healthcare communication standards (e.g., DICOM, HL7, IHE). BA
    • Experience developing Knowledge-based authentication (KBA) and other relevant procedures, Service Level Agreements, and help desk metrics

    Help Desk Manager Benefits:

    • Health insurance (including vision)
    • Dental coverage (free to employees)
    • Wellness Program
    • 401(k) with employer match automatic employer contribution
    • Life Insurance
    • Disability Insurance
    • Combined time off (CTO) – 20 days per year 9 paid holidays
    • Tuition Reimbursement
    • Student Loan Repayment
    • Dependent Caregiver Benefits

    *Complete job description attached to ADP posting

  • 3 Days Ago

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Help Desk Technician
  • eDOC Innovations , Inc.
  • Middlebury, VT FULL_TIME
  • About the Company Are you interested in working in an environment that fosters creativity and innovation? Do you desire to work for a company that encourages growth and new ideas? If so, eDOC Innovati...
  • 24 Days Ago

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IT Help Desk Technician
  • CST Group Inc.
  • Malone, NY FULL_TIME
  • Level One IT Help Desk ARE YOU HARD WORKING? MOTIVATED? THE MISSION OF THE IT LEVEL ONE SUPPORT POSITION: We are seeking an experienced IT Help Desk Technician to support and troubleshoot day-to-day t...
  • Just Posted

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Help Desk Technician
  • Franklin County Government
  • Malone, NY FULL_TIME
  • FRANKLIN COUNTY VACANCY ANNOUNCEMENT Applications must be submitted to the Franklin County Personnel Office if applying for this position. Applying online through Indeed is not sufficient. Application...
  • Just Posted

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Help Desk Specialist 1
  • Community Bank System, Inc.
  • Canton, NY FULL_TIME
  • OverviewAt Community Bank System, Inc. (CBSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Ban...
  • 26 Days Ago

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Help Desk Technician
  • DuBois & King, Inc.
  • Randolph, VT FULL_TIME
  • DuBois & King is seeking a well-rounded Help Desk Technician with 0-5 years of experience. We are seeking someone who is motivated and enthusiastic about joining the D&K Team. Responsibilities: Assist...
  • 1 Month Ago

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0 Help Desk Manager jobs found in South Burlington, VT area

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Canopy IT Computer Support Technician
  • NPI VT
  • South Burlington, VT
  • Be the hero, the knight in shining armor! As a member of our top-flight Canopy? team, you will be a go-to for products a...
  • 3/28/2024 12:00:00 AM

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FEMA PA Technical Specialists (Architectes and Engineers)
  • iParametrics LLC
  • Williston, VT
  • FEMA PA Technical Specialist This is not a remote opportunity: this role involves 100% travel. Location will be determin...
  • 3/28/2024 12:00:00 AM

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Technical Support - Driving role - Offer $25 an hour - EA0626!!
  • Techlink Systems
  • Williston, VT
  • Job Description Job Description Job Title: Field Engineer 4 Location (On-site, Remote, or Hybrid?): Williston, VT(onsite...
  • 3/28/2024 12:00:00 AM

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Senior Enterprise Services Engineer
  • ManTech
  • South Burlington, VT
  • Secure our Nation, Ignite your Future Become an integral part of a diverse team while working at an Industry Leading Org...
  • 3/27/2024 12:00:00 AM

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Enterprise Services Engineer
  • ManTech
  • South Burlington, VT
  • Secure our Nation, Ignite your Future Become an integral part of a diverse team while working at an Industry Leading Org...
  • 3/27/2024 12:00:00 AM

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Enterprise Services Engineer
  • ManTech
  • South Burlington, VT
  • Secure our Nation, Ignite your Future Become an integral part of a diverse team while working at an Industry Leading Org...
  • 3/26/2024 12:00:00 AM

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Computer Technician
  • Rose Computer Technology Services
  • Williston, VT
  • Job Description Job Description We are seeking a Level II computer engineer to join our growing team of techs and engine...
  • 3/25/2024 12:00:00 AM

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Server Deployment Engineer
  • ManTech
  • South Burlington, VT
  • Secure our Nation, Ignite your Future Become an integral part of a diverse team while working at an Industry Leading Org...
  • 3/24/2024 12:00:00 AM

South Burlington is a city in Chittenden County, Vermont, United States. As of the 2010 U.S. Census the population of the city was 17,904. It is home to the headquarters of Ben & Jerry's and Vermont's largest mall, the University Mall. It is also one in the principal municipalities of the Burlington, Vermont metropolitan area. Vermont's largest airport, Burlington International Airport, is located in South Burlington. Located in western Chittenden County, South Burlington is bordered by the municipalities of Burlington to the northwest, Winooski and Colchester to the north, Essex to the northe...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$103,658 to $136,840
South Burlington, Vermont area prices
were up 1.6% from a year ago

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