Help Desk Manager jobs in Vermont

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
  • Berlin, 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
  • 2 Days Ago

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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 b...
  • 2 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...
  • 23 Days Ago

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Help Desk Analyst I
  • Robert Half
  • Brattleboro, VT PER_DIEM
  • Candidates who are looking for work in an innovative and fast-paced work environment will be interested in Robert Half's new Help Desk Analyst opening. We have a great opportunity for a creative with ...
  • Just Posted

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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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Senior Help Desk Technician
  • Office of the Chancellor
  • Johnson, VT FULL_TIME
  • Grade: 10 Bargaining Unit: VSC UP-PAT FLSA: Non-exempt About Us: The Vermont State College System (VSCS) supports the Community College of Vermont and Vermont State University in delivering high-quali...
  • 1 Month Ago

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IT Help Desk Manager
  • PDC Technologies
  • Fort Lauderdale, FL
  • Job Description Job Description The IT Helpdesk Manager is responsible for providing leadership for the IT helpdesk staf...
  • 3/28/2024 12:00:00 AM

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Help Desk Manager
  • Bibliotheca
  • Oakdale, MN
  • Company Description For over 50 years, Bibliotheca has been partnering with libraries worldwide to reimagine how they fu...
  • 3/28/2024 12:00:00 AM

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Help Desk Manager
  • Anchor Point Technology Resources
  • Indianapolis, IN
  • Job Description: The Helpdesk Manager is a driven, organized, and energetic individual looking to make an impact. The He...
  • 3/26/2024 12:00:00 AM

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Help Desk Manager
  • Ledgent Technology
  • Oakdale, MN
  • Summary: We are seeking a talented and experienced Help Desk Manager to join our team. The ideal candidate will have 3-5...
  • 3/25/2024 12:00:00 AM

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Help Desk Manager
  • Saxon Global
  • Plano, TX
  • Our Client is looking for HelpDesk Manager Role, who has got some experience in Project Coordination Due to the Nature o...
  • 3/25/2024 12:00:00 AM

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Help Desk Manager
  • Steel Warehouse
  • South Bend, IN
  • Job Summary: As a Help Desk Manager, you will lead a team of skilled support professionals dedicated to providing except...
  • 3/24/2024 12:00:00 AM

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Help Desk Manager
  • Segrera Associates
  • Responsibilities Oversee and Manage Dispatch and Service Desk Team Contribute to the creation of standards and best prac...
  • 3/24/2024 12:00:00 AM

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Help Desk Manager
  • Leidos
  • Camp Springs, MD
  • Description The Leidos Digital Modernization sector has an opportunity for a Help Desk Manager supporting Air Force user...
  • 3/15/2024 12:00:00 AM

Vermont is located in the New England region of the Northeastern United States and comprises 9,614 square miles (24,900 km2), making it the 45th-largest state. It is the only state that does not have any buildings taller than 124 feet (38 m). Land comprises 9,250 square miles (24,000 km2) and water comprises 365 square miles (950 km2), making it the 43rd-largest in land area and the 47th in water area. In total area, it is larger than El Salvador and smaller than Haiti. It is the only landlocked state in New England, and it is also the easternmost and the smallest in area of all landlocked sta...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$101,169 to $133,554

Help Desk Manager in La Crosse, WI
We are looking for a very proactive and customer-service oriented manager that has strong project management skills and can bring structure and consistency.
January 17, 2020
Help Desk Manager in Youngstown, OH
We are seeking a Senior Help Desk Manager to join our proposal supporting Department of State Information Technology Enterprise Operations Support contract.
January 18, 2020
Help Desk Manager in Bremerton, WA
CA Service Manager offers integration with the following business systems and applications.
December 06, 2019