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)
POSITION DESCRIPTION
Job Title: IT Help Desk Technician
Department: IT
Reports To: IT Manager
Position Type: Non-exempt
Supervises: N/A
Effective: April 2024
Purpose of Position:
Facilitating the seamless operation of essential IT services and enhancing the overall experience for the co-op's employees and members. The Help Desk Technician provides tier 1/2 support. In addition, they will be assisting with maintaining, implementing, and optimizing our organization's network infrastructure under supervision. This role requires understanding computer concepts, security principles, customer service skills, and troubleshooting techniques. The ideal candidate will be proactive, detail-oriented, and able to work independently and collaboratively within a team environment.
Minimum Job Specifications:
These specifications are not intended to cover all aspects of the position as the scope and duties may change or be altered based on the business needs of the cooperative.
South Kentucky RECC is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
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