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)
Scantron Corporation is a global, diversified company who succeeds at two separate lines of business: Data Capture in the Education industry and as a Managed Service Provider of Information Technology (IT) services.
For our Education customers, Scantron develops and delivers millions of digital education assessments and certification tests, provides managed technology support for tens of thousands of IT endpoints and devices, manages more than a half-billion copied pages, prints & delivers hundreds of millions of high-precision, scannable answer sheets, and supports leading educational institutions, small to large businesses, and government agencies across the globe.
For our Information Technology customers, who know us as Secur-Serv, we provide installation, implementation, security, maintenance, repair, and managed services for computers, networks, Scantron’s data collection devices, and other mobile and static devices.
Scantron Corporation is headquartered in the Twin Cities of Minnesota, with other locations in Omaha, Nebraska, and Lancaster, Pennsylvania.
Why Scantron?
We have a generous benefits package for our full-time employees, which includes a EPO medical plan option, HSA medical plans with employer contributions to your HSA Account, dental, vision, company-paid life insurance, and company-paid short- and long-term disability coverage.
Plan for your future with Scantron’s 401K savings plan with a generous company match. You are vested on your first day of eligibility in the plan.
Participate in our company wide well-being program that also serves to lower your annual health insurance premiums.
Explore new education and training opportunities with our Tuition Reimbursement Plan which covers up to $5,250, or use our LinkedIn Learning platform to develop your skills and career.
This is a remote, work-from-home position, and all qualified candidates are encouraged to apply in the continental U.S., with the exception of candidates from Colorado, California, Washington, and New York.
POSITION SUMMARY
The Help Desk Operations Manager is responsible for quality and customer experience with our Managed IT Help Desk. The role requires management of support tickets, workflows and team collaboration with Help Desk technicians and managers in a fast-paced, technical environment. This is a client-facing position with daily interaction involving customer satisfaction, scheduling, escalation, and relationship building.
ESSENTIAL RESPONSIBILITIES
Customer Focus
SCANTRON IS AN EQUAL OPPORTUNITY EMPLOYER.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our People Department by emailing Hiring@Scantron.com or calling 402.235.6967.
EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.
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