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)
Description
JOB TITLE: Help Desk Support FLSA STATUS: Non-Exempt
REPORTS TO: Help Desk Manager DEPARTMENT: Information Technology
SUMMARY: Performs high performing service delivery functions pertaining to Help Desk services for the Information Technology Department in addition to providing support to the Information Technology Department by performing the following duties.
DUTIES AND RESPONSIBILITIES:
COMPETENCIES:
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
Requirements
QUALIFICATIONS:
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.
Education and/or Experience:
Bachelor’s degree from four-year college or university in Computer Science, Computer Information Systems, or related field or equivalent work experience. Three years’ experience in customer technical support highly preferred. Trouble-shooting, organizational, customer service, and facilitation skills preferred. A certification a plus.
Computer Skills:
Basic knowledge of Microsoft suite of applications (including Office 365, Word, Excel, PowerPoint, Outlook, Publisher, Access, Teams), hardware and software, office automation and data communications. Knowledge of Windows, browsers, active directory, familiarity with mobility, voice/video tools and basic network troubleshooting.
Firm Culture/Client Service:
Promotes the firm’s culture, including supporting Heard, McElroy & Vestal’s philosophy of developing a relationship with each client on a personal level, catering to their specific needs.
Ability and judgment to interact and communicate appropriately with other employees, clients and management. Ability to serve clients, both internal and external (community/public) in a manner that will support superior client relations.
Physical Demands/Work Environment:
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk or use hands to finger, handle, or feel. The employee is occasionally required to stand; reach with hands and arms and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The noise level in the work environment is usually quiet.
This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Heard, McElroy & Vestal shall, in its discretion, modify or adjust the position to meet the Firm’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Firm’s sole discretion.
Heard, McElroy & Vestal is an Equal Opportunity Employer. We actively seek and employ qualified persons in all job classifications and administers all personnel actions without regard to race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, non-job related disability, veteran/military status, genetic information, gender identity, sexual orientation or any other characteristic protected by applicable federal, state or local law.
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