The IT Help Desk Manager administers the overall operation of the IT Help Desk to ensure consistent, high quality technical support for technology applications firm-wide. He/she ensures the provision of consistently high quality services to internal customers, the proper escalation and resolution of technology issues, the evaluation of trends and hardware/software malfunctions and the efficient training of staff members and internal customers. The IT Help Desk Manager researches, evaluates, recommends, procures, and manages, either directly or through others, the implementation, installation, configuration, integration and day-to-day operation of the automated call distribution and call tracking systems including coordination with vendors as needed. He/she manages the overall operation of the IT Help Desk for all offices including but not limited to measuring and balancing workflow for proper 24x7 staffing, real time monitoring of queues to minimize wait times, monitoring and enforcing quality of support being provided, following up on closed calls to ensure customer satisfaction and maintaining the knowledge database.
The ideal candidate will have a Bachelor’s Degree in a related technical field such as Computer Science, or equivalent technical knowledge and 7+ years of experience including 2-3 years of management experience in a technical environment. Thorough knowledge of computer software, including the Microsoft Suite of products, graphics, databases, contact and document management systems, as well as network, communication, PC and printer hardware components and operating systems is necessary along with a demonstrated ability to rapidly learn and understand new technology products and services.
To apply, submit a resume and cover letter to email@example.com
Bingham McCutchen - 2 years ago