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)
Acts as focal point through which the organization will route all system problems as they relate to computer hardware, software, and telecom. The Help Desk Coordinator is responsible (with input from users) for assigning the call priority and resolving as many calls as possible. The Help Desk Coordinator will assign the call to the appropriate resource and follow-through as necessary to assure the call is picked up and resolved expeditiously. The Help Desk Coordinator coordinates a variety of tasks based on interrelationships of various hardware systems, operating systems and software applications to ensure efficient resolution of issues as well as security and integrity of data. Requires an A.A.S. degree in information systems or business related field, five years related experience or a combination of education and experience. B.A. or B.S. preferred. Ability to demonstrate and apply knowledge on a variety of information systems operations. Must be able to maintain high levels of confidentiality, use tact and diplomacy in interacting with all customers and employees. To perform this job successfully, an individual must be able to perform each job specific standard satisfactorily.
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