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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Salary : $55,000 - $70,000 per year
A bit about us :
We are a construction company headquartered in GA!
Why join us?
Job Details
Job Details :
Our organization is seeking a dynamic, tech-savvy individual to fill our Help Desk position in the Construction industry
This role is perfect for those who thrive in a fast-paced environment, enjoy problem-solving, and have a passion for technology
The successful candidate will be the first point of contact for all IT-related issues within the company, working closely with all departments to ensure smooth operations and minimal downtime
This position offers an exciting opportunity to contribute to the growth and success of our organization, with potential for career advancement for the right individual
Responsibilities :
Serve as the first point of contact for users seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by users.
Walk the user through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal teams.
Identify and suggest possible improvements on procedures.
Qualifications :
Proven experience as a help desk technician or other customer support role.
Tech savvy with working knowledge of office automation products, databases and remote control.
Good understanding of computer systems, mobile devices and other tech products.
Ability to diagnose and resolve basic technical issues.
Proficiency in English.
Excellent communication skills.
Customer-oriented and cool-tempered.
BSc / BA in IT, Computer Science or relevant field.
2 years of experience in a similar role.
Must have experience with Service Now Ticketing System and Microsoft Office 365.
Experience in the construction industry is a plus
Join our team and utilize your technical skills to facilitate business operations while working in a supportive, team-oriented environment
We look forward to meeting tech enthusiasts who are eager to make a difference in our company.
Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.
Last updated : 2024-03-04
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