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: We are seeking a talented and experienced Help Desk Manager to join our team. The ideal candidate will have 3-5 years of proven experience managing an inbound call center and/or help desk staff. As a Help Desk Manager, you will be responsible for overseeing the day-to-day operations of our support team, ensuring excellent customer service, and implementing strategies to improve efficiency and customer satisfaction.
This is a direct hire position that will sit on site 2-3 days a week in Oakdale, MN and will pay up to $105,000 annually.
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If you are a dedicated and experienced Help Desk Manager looking for a new challenge, we encourage you to apply. Join us in providing exceptional support to our customers and driving continuous improvement in our help desk operations.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.