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)
Title: IT Help Desk support Duration: 6 months Contract (possibility of conversion) Location: Marlborough, MA, 01752
Summary of Duties and Responsibilities
IT Help Desk support (On rotating basis with some after-hours coverage):
Provide local support for the following systems (installation, upgrades, troubleshooting):
Maintain loaner laptops and projectors.
Hardware procurement, inventory, disposal support.
Travel to other Hologic sites to provide support.
Qualifications
To perform this job successfully, an individual must be able to perform essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions.
Windows 10 & 11 experience.
Microsoft Office 365 experience.
Knowledge of Laptop/Printer Hardware.
Networking and Wireless skills a plus.
PC/Laptop build experience.
Active Directory and Microsoft Exchange/O365 experience.
Desktop support tools knowledge.
o Anti-Virus, Malware, Spam, and other security remediation experience.
Ability to triage, troubleshoot, and resolve moderately complex PC/Network problems quickly and accurately; engage vendors as needed.
Ability to be an active participant and contributor on a professional IT Support Team.
Good communication skills, telephone support skills, and interpersonal skills with a customer service focus.
Ability to plan/organize time and workload.
Ability to follow standard processes/procedures.
IT service management system experience desired (ServiceNow experience a plus).
Entry level position, all relevant experience considered, some PC support experience required but this can be in an educational or informal setting.
Education
BA/BS MIS or CIS (or related technical discipline) desired
Experience
0-1 years experience in IT Help Desk support.
Specialized Knowledge
Good troubleshooting and technical skills
Good communications skills
Additional Details (Including Physical & Mental requirements)
Must be able to lift 50 lbs.
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