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)
Please note : Must be located in / around the surrounding Marshalltown, IA area, or you will be rejected.
Join a growing IT Technical Support team - providing level I support to enterprise-wide applications and systems while also supporting backup IT Service tasks.
Qualifications :
Associate’s degree in related IT field, and / or 2 years of Operation Center experience.
Proven customer service skills and experience.
PC user skills and proficiency using Microsoft Office tools.
Experience with ServiceNow for Incident & Request ticketing is preferred.
Responsibilities :
This is a contract to hire opportunity. Eligible for benefits and W2 while contracting, and will likely convert around 6 months to a FTE role within the client.
Last updated : 2024-02-28
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