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)
McAngus Goudelock and Courie, LLC, a highly-respected, technology-driven law firm with 22 offices across the US and growing, and recently awarded 2022 Best Places to Work in the Carolinas, seeks an experienced Help Desk Technician for our Columbia, SC office. Responsibilities include receiving, prioritizing, documenting, and actively resolving end user help requests. Candidates should be professional, motivated, organized and possess exceptional oral and written communication skills along with an Associates or Bachelor’s degree in a related technical discipline and/or 2 years of equivalent work experience. Computer hardware certifications, A or Networking preferred. Knowledge of basic computer hardware, as well as experience with desktop systems, including Windows 10.
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