Help Desk Manager

• Manages all activities related to Help Desk services and procedures
• Set Help Desk standards and develop guidelines, as well as help department interpret policy
• Responsible for recognizing, identifying, isolating and resolving problems with information systems products and services
• Monitor the development and maintenance of a problem resolution knowledge base
• Ensure that problems are identified and resolved in a timely manner
• Interact with appropriate technical, professional or service personnel to resolve continuing problems
• Must be technically competent to the ultimate escalation point for all issues
• Ensure adherence to company procedures and processes by all team members
• Provide reports to management on the performance of the help desk
• Provide solutions for improvements and opportunities for cross-department training and collaboration
• Responsible for the management, coaching and development of the department Supervisors, Team Leads, and the technicians on the Help desk Department
• Required to perform duties outside of normal work hours based on business needs
• Other duties as assigned

• Bachelor’s degree or equivalent combination of education and experience
• 3-5 years of demonstrated supervisory/management skills
• 8+ years of IT support experience
• Demonstrated success of establishing, leading, and maintaining effective working relationships at the departmental level
• Must have Call Center Experience
• Help Desk 2000 Certification as CHDP (Certified Help Desk Professional) preferred
• Must be able to maintain employee morale under adverse situations
• Must have strong verbal and written communication skills
• Must be knowledgeable in standard call center metrics and SLAs
• Must be well organized and able to handle multiple tasks
• Must be a team player and be able to work in a fast-paced environment
• Ability to support end user issues with Microsoft Office and internal company software
• Working knowledge of TCP/IP and Internet connectivity
• Appropriate demeanor and skills to function as the Customer point of contact for status discussions, management meetings and other required Customer interactions
• Broad range of network, desktop and mainframe knowledge is required

Help Desk 2000 Certification as CHDP (Certified Help Desk Professional)

• medical
• dental
• vision
• 401k
• PTO/paid sick leave
• employee stock purchase plan