Help Desk Manager jobs in Tulsa, OK

Summary:
The main function of the Technical Help Desk is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

Responsibilities:
" The selected candidate will provide cross functional support for the Service Desk, Desktop Support, Client Architecture and Support services departments including assistance with knowledge and asset management, technical vendor management and continual service improvement.
" Assist with technology project plans and implementation of new technologies.
" Deep analysis of trends, in all areas of Consumer Services and deliver strategies to improve service delivery.
" Serve as a shared resource for all areas of Consumer Services filling in for support where demand is required.
" Ability to adapt to change and communicate effectively and professionally with customers and other IT support individuals is a must
" Assist in Consumer Services technology projects/implementation
" Deep process analysis of Incidents, Requests, IMACs (ServiceNow)
Reporting on delivery of services for all areas of consumer services
" Assist with knowledge management efforts and produce CSI opportunities
Technical vendor management for 3rd party agreements
" Develop training plans and deliver training for new technology rollouts
End to end process evaluation
Active participation in regular staff meetings as coordinated by Service Delivery Manager
" Deliver trending and tactical strategic initiatives to resolve common issues
Assist in Kiosk to resolve PC incidents/problems/IMACS and perform queue management on an as needed basis
" Comply with support standard processes and procedures
" Comply with Consumer Services organization and IT security policies

Skills:
" Strong customer service skills
" Strong interpersonal and communication skills
" Strong analytical and problem-solving skills
" Strong prioritization skills
" Ability to adapt to changing technologies/environments and support them
" Knowledge of following technologies
" MS Office 365
Microsoft Teams
" " Windows OS
" Active Directory
" Intune Mobile Device management
" " Remote Assistance/ Remote Desktop
" ServiceNow
" Dell/Client PCs, Microsoft Surfaces

Education/Experience:
" Associate's degree in computer related field or equivalent training required
" 2-4 years experience required