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)
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POSITION PROFILE
Accountable for daily operations of medium to large team that may multiple sites. Ensures contract compliance of contracted services including: Copy services, Courier Services, Managed Print services, Hospitality, Imaging and Mail services. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducts performance management that includes employee counseling.
JOB DUTIES AND RESPONSIBILITIES
QUALIFICATIONS (Education, Experience, and Certifications)
Job Type: Full-time
Pay: $22.00 per hour
Expected hours: 32 – 40 per week
Benefits:
Schedule:
Application Question(s):
Experience:
Work Location: In person
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