The IT Service Desk Manager ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Manages the staff and operations of an organization's technical help desk. Being an IT Service Desk Manager identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. In addition, IT Service 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 IT Service 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. Working as an IT Service 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)
Internal Customer Support – Technical Support Associate
Summary Description
Responsible for providing high-level product-specific technical information and support to customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.
Hours: Monday-Friday, 10am to 7pm EST - onsite in Ladson, SC
Main Responsibilities
Competencies & Skills
Education & Experience
Job Type: Full-time
Benefits:
Experience level:
Schedule:
Ability to Relocate:
Work Location: In person
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