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)
Job Description:
The Help Desk Administrator has overall accountabilities for administering the help desk functions and ensuring service satisfaction. The Help Desk Administrator is responsible for the execution of the overall technology support strategy, including desktop services, timely support of office applications, PCs, electronic communications and audio communications. The Administrator will diagnose and resolve software related issues, manage software upgrades/patches, new products and services and provide direct assistance to end users. Additional responsibilities include providing a secure and stable desktop environment for corporate, remote, and mobile users.
Job Requirements:
Do you enjoy Information Technology? Are you fun, dynamic, detail-orientated and eager to learn new things? If so, here is an opportunity for YOU!
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