• Help Desk Manager

    Job Locations US-AZ-Gilbert
    Job ID
    Information Technology
    Relocation Offered
  • Position Summary

    The Help Desk Manager is responsible for providing overall leadership and oversight to the Help Desk team. This role is expected to execute the planning, designing, and improvement of the Help Desk according to industry best practices, while ensuring a high level of customer service across all offices. In addition, the manager will be responsible for ensuring the standards and processes in place are followed and effective, as well as staffing levels and coverage to meet support requirements.

    Essential Duties & Responsibilities (Other duties may be assigned)

    • Plan and coordinate the daily workflow of Help Desk Operations.
    • Develop and implement help desk policies, processes and procedures to include responsibility for effectively communicating status of all help desk operations.
    • Establish and manage processes to ensure effective support coordination between IT Help Desk and other lT teams. 
    • Develop help desk management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that Help Desk operations and support processes are working as expected.
    • Ensure Help Desk Specialists are providing quality customer service and incident resolution in a timely manner.
    • Oversee problem resolutions to identify trends or problem areas and ensure that support procedures are being followed; identify opportunities to eliminate issue.
    • Coordinate effective project and knowledge transitions.
    • Serve as point of contact for escalation on major service disruptions to the offices and ensure appropriate communication channels are used effectively to notify end users and stakeholders.
    • Build and continually develop relationships with the teams across the organization.
    • Evaluate key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends.
    • Collaborate with staff and leadership to ensure executions are effective and efficient.
    • Direct and oversee the work of Help Desk professionals, including training, mentoring and insuring professional development.

    Minimum Qualifications (These are the requirements that all applicants MUST HAVE to be considered for this position)

    • Bachelor’s degree from an accredited institution or equivalent professional experience.
    • 8 years of experience providing end user support.
    • 5 years leading or managing a team.
    • Advanced knowledge of help desk operations.
    • Skilled in managing a budget, forecasting financial impacts, and experience handling 3rd party vendors.
    • Broad understanding of IT concepts, development practices, and architectures.
    • Strong interpersonal skills, detail oriented and able to manage tasks simultaneously.MS Office 2013 application support.VMWare/VDI support.
    • Avaya phone support.
    • Windows 7, Windows 8 and MAC OS support.
    • Imaging and backup software (Acronis, SCCM, WDS, etc.).

    • Android and iPhone support.
    • On-call and occasional hours outside normal business according to business needs.
    • Must be able to lift 50 pounds. 

    Preferred Qualifications

    • Bachelor’s degree in Computer Science, Management Information Systems, or related field of study.
    • 10 years of experience providing end user support.
    • A+, Network+, or comparable Certification.
    • HDI Certification.


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