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)
At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry.
The first step in this process is hiring great employees! Our innovative teams are the most committed, highly experienced artisans in the business.
We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers.
For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry.
Join us and let’s Imagine a better way together.
Position Summary : The Help Desk Tier 1 Specialist will act as the primary support representative in logging and responding to customer and internal user service requests and automated alerts.
In a Level 1 Help Desk role this person works IT incidents that have high impact on important systems or groups of users.
This includes troubleshooting with other staff to solve more difficult technical issues. Position requires hands-on and remote experience supporting MS Office, Exchange, and Outlook, as well as custom software and other technologies.
Location : Onsite at our Grayslake, Ill location.
Shift : M-F, 8 : 00 AM - 5 : 00 PM
Essential Functions and Responsibilities :
Mandatory Qualifications :
Preferred Qualifications :
Physical Requirements :
The national pay range for this role is $17.50-$24 / hourly. The pay range may be slightly lower or higher based on the geographic location.
The actual pay offered may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift, and location.
In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission, or incentive program.
Imagine offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, caregiver leave, adoption assistance, and employer / partner discounts.
Imagine is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Diversity and Inclusion are not just a checked box, it is a critical part of our commitment to deliver innovative solutions to our clients and provide a great place to work for our entire Imagine family.
We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply.
Last updated : 2024-03-04
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