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)
Nuvodia offers workplace flexibility, excellent benefits and competitive compensation packages. Nuvodia was recognized as one of the Top 30 Best Places to Work in the Inland Northwest!
The Senior Help Desk Specialist III is a Full-time, Regular position working Monday-Friday, 8am-5pm in Chandler, AZ. This position will have hybrid schedule opportunities.
Summary: As the initial or escalated phone contact for clients, this senior help desk employee will collect detailed information and prioritize service requests in order to determine resolution or a method of escalation.
General Description: The Help Desk Specialist III must be able to work effectively and efficiently to identify and resolve multiple high priority issues in a fast-paced office environment with constant interruptions and continual deadlines. This position must demonstrate professionalism to the client in order to positively affect customer’s impression of our support. This position must have excellent organizational skills, a sense of urgency, the ability to make good decisions, and the skills needed to effectively prioritize tasks.
Essential Duties / Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Occasional regional travel, weekend work and on-call rotation will be required.
General Duties and Responsibilities:
Supervisory Responsibilities:
Advocacy:
Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates the Nuvodia values by knowing and understanding the mission, values and goals: · Authentic Connections, Ownership Mentality, Continuous Growth, Enduring Results.
Qualifications:
Benefits Include: Employees can enroll in medical and dental insurance and are covered by basic vision and life insurance. Employees are able to enroll in our company's 401k retirement plan and will receive paid vacation, sick, and personal leave, paid holidays and quarterly profitability bonuses and commission.
Job Type: Full-time
Pay: $21.53 - $34.61 per hour
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Work Location: Hybrid remote in Spokane Valley, WA 99216
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