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)
Securitas Technology Corporation is a division of Securitas AB, the largest protective services provider in the world with over 330,000 Securitas Heroes across the world.
Securitas Technology offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the Securitas Technology Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.
The IT Helpdesk Manager is a key member of the Securitas Technology IT Team and will serve as part of a larger team dedicated to overseeing the daily operations of the IT helpdesk, ensuring efficient resolution of technical issues, and providing excellent customer service to internal stakeholders.
The ideal candidate will have experience working in a high-pressure environment, a dynamic team player that understands the importance of collaboration and communication. Applicants must possess a professional demeanor and be self-motivated, having a strong desire to learn while maintaining flexibility and understanding that the scope of services and protocols will evolve along with our organization’s mission of improving IT business delivery for underserved populations.
Why is this role critical?
The IT Helpdesk Manager will serve as the primary leader implementing, managing, and running the day to day to ensure the highest level of customer service. This role will play a large part in creating the processes needed to coordinate with multiple teams across IT in a large organization.
Responsibilities
Preferred Qualifications
We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.
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