IT Help Desk Manager Green Bay
IT Help Desk Manager Green Bay
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Salary Not Disclosed
1 Vacancy
Job Description
The IT Help Desk Manager oversees the daily operations of the IT Help Desk and Desktop teams ensuring exceptional customer service and adherence to established metrics and processes. They provide leadership through coaching mentoring and developing the technical staff while managing key IT service areas such as incident request and problem management. The role is responsible for tracking performance metrics managing the ITSM tool (ServiceNow) and promoting a culture of service excellence. Additionally the manager focuses on communication staff development and continuous improvement of technical and customer service capabilities.
Responsibilities & Duties:
- Oversee the IT Help Desk and Desktop teams ensuring high levels of customer service and technical knowledge.
- Manage incident request and problem management processes along with user provisioning and hardware asset management.
- Establish and track performance metrics ensuring standards are met and continuous improvement is achieved.
- Provide leadership by coaching mentoring and evaluating staff performance including recruitment and training.
- Manage and administer the IT Service Management system (ServiceNow) handling escalations and ensuring effective communication with stakeholders.
- Other duties as assigned
Requirements:
- Bachelors degree in Computer Science IT Business or equivalent experience.
- Minimum of 5 years of management experience in an IT Help Desk and desktop environment.
- Strong knowledge of IT Service Management tools (e.g. ServiceNow) and enterprise systems (e.g. SCCM Microsoft Office 365.
- Experience with project management fundamentals including tools tactics and terminology.
- Proven leadership problemsolving and communication skills with the ability to coach and mentor technical teams.
An ideal candidate for this role would excel in leading and developing IT support teams with strong technical expertise excellent customer service skills and a proactive approach to problemsolving and continuous improvement.
To view our competitive benefits clickhere!
Joining Nsight:
Our family of companies provides complete telecommunications services including wireless and fiberbased services to residential and business customers along with tower erection and maintenance services in Wisconsin and Michigans Upper Peninsula. Our commitment to customer service local philanthropic efforts and green initiatives makes us an employer of choice in the state of Wisconsin. We like to hire people looking to grow with an organization and those who are excited about the everchanging telecommunications industry.
Nsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex disability age sexual orientation gender identity national origin veteran status or genetic information. This is a drugfree workplace.
If you require reasonable accommodation in completing this application interviewing completing any preemployment testing or otherwise participating in the employee selection process please direct your inquiries to the Recruiting Manager at
Other details
- Pay TypeSalary
- Required EducationBachelors Degree
Required Experience:
Manager
Employment Type
Full-Time
