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 LOCATION:
ONSITE- OFFICE
Job Description Summary
Responsible for handling the first line of direct support and response to all Information Technology related service requests. Performs initial triage and diagnostics by collecting information over the phone and using remote tools as required. Applies logical troubleshooting with IT knowledge and experience to resolve the issue or adds all relevant documentation prior to escalating to other IT teams.
Essential Duties and Responsibilities (other duties may be assigned)
Access to Sensitive Areas and Information:
As according to the ACGC Access Matrix
Signatory Ability:
None
Education and/or Experience
Working Conditions/Physical Demands:
To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ miles, climbing stairs, and sitting at a desk/workstation for the duration of the shift. Must be able to work in a smoke-filled environment.
Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate but will escalate when located in the casino environment. Must be able to grasp, bend, lift, and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, cell phone, tablet, calculator, general office equipment and multi-line telephone.
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