Help Desk Manager
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Job Description
Help Desk Manager overseeing remote first- and second-level hardware, software, and network support. Supervising specialists, resolving technical issues, and maintaining corporate IT systems.
Responsibilities:
- Manage the Help Desk to ensure thorough and timely first-level hardware, software, and network support for end users
- Oversee servers, workstations, notebooks, and printers to ensure operational performance
- Provide second-level technical support and mentoring to Help Desk Specialists
- Mentor, cross-train, and supervise Help Desk Specialists
- Keep users informed of progress and recommendations to prevent repeated calls
- Troubleshoot, isolate, document, and resolve user-reported problems
- Identify problem trends and recommend solutions to senior management
- Complete hardware and software installations
- Support and enhance Help Desk policies and procedures
- Ensure Help Desk tracking software documents support calls and projects
- Build and maintain PC systems
- Provide hardware/software application training and documentation
- Promote collaboration and customer service between Information Systems and other departments and branch locations
- Perform other duties as assigned
Requirements:
- Bachelor's Degree or equivalent combination of education or experience
- Six (6) or more years of related experience
- Experience within a help desk environment
- Experience working with large-scale ticketing systems
- Strong knowledge of Windows servers, workstations, notebooks, printers, standard Microsoft applications, and hardware maintenance
- Excellent verbal and written communication skills
- Excellent customer service skills, including telephone and listening skills
- Ability to work within a team and foster teamwork
- Good planning, organizational, and prioritization skills
- Proficient in Microsoft Office products
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