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
Participates and assists in managing a team of contract support personnel who troubleshoot
Microsoft M365, Teams and IT issues.
Identifies areas of improvement on policies and procedures regarding how problems are
identified, received, documented, distributed, and corrected.
Ensures maximum issue resolutions in minimum time. Evaluates new information
systems products or services and suggests changes to existing products or services to
better aid the end user.
Requires at least 3 years of experience in the field.
Familiar with a variety of the fields concepts, practices, and procedures.
Independently, performs a variety of tasks. A wide degree of creativity and latitude is
expected.
Requirements
Top Skills & Years of Experience : (minimum 2-3 years)
Windows 11
Microsoft O365
InTune
Apple and Android mobile phone support
Nice to Have : Cherwell
Cherwell
Scripting and automation
Microsoft Teams / inTune.
Last updated : 2024-04-24
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