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)
The Manager of Help Desk and User Experience provides management to those areas of IT that have a direct impact on the desktop computing experience for everyone at the firm. This includes managing all Help Desk functions and personnel as well as the firm’s Application Ownership program. This exempt position works with the practice groups to understand their workflows, and partners with the network engineering team to ensure systems are operating at maximum efficiency and delivering an exceptional user experience.
Primary Responsibilities and Duties
Qualifications
Minimum three years of Help Desk and applications management experience. Bachelor’s degree in information technology or related field is required. It is critical that applicants have solid experience working with document management solutions and the Microsoft 365 suite of applications.
Core Skills and Experience Required:
To apply, please submit your cover letter and resume to Maria Howson at mhowson@pierceatwood.com
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