The IT Help Desk Manager’s role is to oversee all IT Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Help Desk functions. The Help Desk Manager is also responsible for planning, designing, and analyzing the organization’s help desk according to best practices, while ensuring high levels of customer service quality and availability. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Help Desk Manager is also responsible for staffing, capacity planning, service process design, performance analysis, endpoint management, endpoint application management, and developing proactive resolution plans. The Help Desk Manager will also contribute to escalated problem resolution by giving remote, in-person, or hands-on support to associates when necessary.
DUTIES AND RESPONSIBILITIES
- Develop and monitor service level agreements and provide metrics to establish problem resolution expectations and timeframes.
- Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
- Analyze performance of help desk activities and documented resolutions, identify problem areas,
and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Overall management of help desk staff and help desk technology tools.
- Collaborate with other departments to identify improvements and satisfaction levels.
- Conduct research on emerging products, services, protocols and standards in support of help
desk technology procurement and development efforts.
- Oversee the development, implementation and administration of help desk staff training
procedures and policies.
- Purchasing, budget planning, and deployment tasks.
- Develop and enforce request handling and escalation policies and procedures.
- Identify, recommend, develop and implement associates training programs to increase computer
literacy and self-sufficiency.
- Oversee development and communication of self-help solutions, usage guides and FAQs for
- Attend training seminars, conferences and trade shows to broaden knowledge of current and
future Help Desk issues and technologies.
- Coach and mentor Help Desk Technicians and other junior staff.
- Coordinate with other department and IT teams for all cross-functional actions/issues.
- Participate in strategic planning efforts related to Information Security and other compliance
- Monitor incident trends and anticipate potential problems for proactive resolution.
- 4+ years of experience within the IT industry, preferably within a role in either a Help Desk or
Desktop Support function
- Desired: B.S. in Information Technology or related science degree.
- Desired: Experience in managing team members and Windows infrastructure.
- Strong customer service orientation.
- Expert level experience with Microsoft Windows, Microsoft Office, Help Desk ticket systems, Active Directory, computer hardware, and understanding of core IT infrastructure, best practices, and implementation strategies.
- Experience with wireless/networking technologies.
- Microsoft or other certifications a plus.
- Strong problem-solving, communications, and documentation skills.
- Able to estimate, plan, and organize tasks associated with the role with minimal assistance.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.
- Ability to participate in on-call rotations.
- Ability to communicate in an understandable, polite, friendly manner, both written and verbal.
- Strong organizational skills and ability to multi-task.
- Reliable transportation.
Generally, works in an office environment, but may occasionally be required to perform job duties outside of the typical office setting.
- Interaction with people and technology while either standing or sitting.
- Must be able to communicate face-to-face and on the phone.
- Must be able to lift up to 50 pounds unassisted, climb stairs, and crawl beneath desks and in tight
Note: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.