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)
SUMMARY
Provide end user computer/IT system support across all Niemann Foods locations for all computer hardware, software, mobile devices, user accessibility, and related issues in order for end users to be able to perform their assigned duties on a daily basis.
ESSENTIAL DUTIES AND RESPONSIBILITIES
KEY ATTRIBUTES
SUPERVISORY RESPONSIBILITIES
EDUCATION and/or EXPERIENCE
LANGUAGE SKILLS
MATHEMATICAL SKILLS
CERTIFICATIONS, LICENSES, REGISTRATIONS
RECOMMENDED EQUIPMENT
PHYSICAL DEMANDS
Regularly (Over 2/3 of the time)
Frequently (Between 1/3 to 2/3 of the time)
Vision
WORK ENVIRONMENT
Occasionally
Noise Level
** Niemann Foods Management retains the discretion to add to or change the position requirements at any time.
** Position requirements may vary by store location.
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