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)
Company Foundations :
Building relationships across all departments
Culture-focused
Internal growth opportunities
Teamwork oriented
Dedicated to the well-being of employees and communities
Emphasis on risk management and safety
Department : IT
Reports to : Help Desk Supervisor
Position summary :
The Help Desk Associate is the first level of response and support for our stores and end-users. The position is responsible for answering, collaborating commenting, troubleshooting, and providing resolution to first level information technology, facilities inquiries, and support tickets.
General Purpose : To provide our customers with total satisfaction. To serve our community through volunteerism and produce a return on assets which will assure the future prosperity of our employees and our company.
To be an ambassador of our Living Brand by building relationships with our customers.
Role Qualifications :
Associate Degree in Computer Science, Facilities Management or the equivalent combination of experience and education. Must have dependable transportation.
Must be able to travel daily between all Family Express locations or other non-Family Express locations when necessary.
Position Responsibilities :
Prompt response to requests for support and assistance
Diagnose and resolve information technology hardware and software issues
Diagnose and resolve facilities’ assets and equipment issues
Research questions using available information resources
Advise user on appropriate action
Follow standard help desk procedures
Log all help desk interactions
Administer help desk software
Redirect problems to appropriate resource
Identify and escalate situations requiring urgent attention
Able to identify and organize tickets according to priority
Track and route problems and requests and document resolutions
Prepare activity reports
Stay current with system information, changes and updates
Builds Relationships
Promotes Living Brand
Serves as Product Brand Advocate
Adheres to company approved accounting procedures
Promotes and is an advocate for Safety
Promotes Company mission statement
Fosters Company Culture
Seeks, promotes, and implements Best Practices
Essential Skills and Experience :
Strong conviction to assist others
Customer service oriented
Strong stress tolerance
Situational awareness
Strong analytical and reasoning skills
Ability to work independently
Ability to ensure issues are resolved the first time
Time management and the ability to organize and manage multiple priorities with sense of urgency
Excellent interpersonal and highly effective communication skills
High performance team building and strong team player
Commitment to company mission and values
Intermediate mathematical skills
Constructively deals with conflict
Adaptability, flexibility and receptive to change
Effective decision making based on sound judgment and reasoning
Knowledgeable and proficient on Microsoft Office products and software
Nonessential Skills and Experience :
Reporting To This Position : No direct reports
Physical demands and work environment :
Physical Demands : While performing the duties of this job, the associate is required to stand for prolong periods; work longer than eight (8) hour shifts, reach climb, balance, stoop, kneel, crouch;
Work Environment : Must have flexibility to work all shifts, all days of the week, when necessary. Ability to tolerate extreme temperatures for a minimum of 30 minute intervals.
Exposure to dirt, dust and cleaning solvents.
Key words : IT, security, tech, tech support, support, network administration, service desk, phone support, growth, internal growth, third shift, small business, employee support, software, support tickets,
Last updated : 2024-03-05
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