Help Desk Manager
Help Desk Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Help Desk Manager
Salary: $65000.00 Annually
Description
Under the immediate supervision of the Chief Technology Officer or designee the Service Desk Manager oversees the operations of the help desk and ensures end users are receiving appropriate assistance. Managing all procedures related to identification prioritization and resolution of incidents including the monitoring tracking and coordination of service desk functions. The incumbent plans designs and analyzes the agencys service desk according to best practices while ensuring high levels of customer service quality and availability.The incumbent develops implements and oversees policies and procedures to ensure consistent service levels and quick resolutions. Also contributes to escalated problem resolution by giving inperson handson support to end users when necessary.
This position requires a confidential relationship to a policymaker.
Duties and Responsibilities
- Oversees manages and leads the overall daily activities and staff providing guidance support and training to ensure excellent customer service.
- Develops and implements service desk policies and procedures that outline how problems are identified documented assigned and corrected.
- Ensures service level agreements (SLAs) are met implementing process improvements and aligning the service desk with organizational goals.
- Monitors and analyzes service desk performance metrics such as ticket response and resolution times customer satisfaction and team productivity.
- Tracks and analyzes trends in Help Desk requests and generate statistical reports.
- Develops and enforces request handling and escalation policies and procedures.
- Monitors incident trends and anticipate potential problems for proactive resolution.
- Manages the processing of incoming calls to the Service Desk via both telephone and email to ensure courteous timely and effective resolution of end user issues.
- Contributes to escalated problem resolution by giving inperson handson support to end users when necessary.
- Conducts regular performance evaluations and provides feedback to team members fostering their professional growth and development.
- Stays updated on industry trends best practices and emerging technologies related to service desk management and customer support.
- Performs other related duties as required.
Minimum Qualifications
- Bachelors Degree or other advanced certification(s) in Computer Science Information Technology or a related field supplemented by two 2 years of experience in service desk management or a similar role with a strong background in technical support and customer service.
OR
- High School Diploma or its equivalent supplemented by IT service management certification or related advanced certification(s) supplemented by six 6 years of experience in service desk management or a similar role with a strong background in technical support and customer service.
Position Factors
FACTOR 1 KNOWLEDGE REQUIRED BY THE POSITION
- Knowledge of the advanced principles of Information Technology Infrastructure Library (ITIL).
- Knowledge of how users interact with help desk and ticketing systems and various collaboration and communication tools.
- Knowledge in troubleshooting computer hardware related issues.
- Knowledge of a range of diagnostic utilities.
- Skill in application support with Microsoft Office suite Microsoft Teams and a range of collaboration and communication tools.
- Skill with desktop and server operating systems.
- Ability to develop and provide SLAs and Service Desk deliverables.
- Ability to manage and lead a technical support team.
- Ability to be adept at managing people processes and technology while ensuring customer satisfaction and alignment with organizational objectives.
- Ability to provide excellent IT support services to end users and stakeholders while aligning with the Agencys objectives.
FACTOR 2 SUPERVISORY CONTROLS
- Supervision is received from the Chief Technology Officer.
The incumbent works independently with minimal supervision to manage the service desk team.
Work is reviewed through meetings discussions key performance indicators (KPIs) reports and periodic performance evaluations.
FACTOR 3 GUIDELINES
Guidelines include agencys goals objectives and strategic initiatives industry trends emerging technologies and best practices in IT service management.
FACTOR 4 COMPLEXITY
Work entails defining clear objectives and key results for the service desk team implementing effective communication channels and cultivating a positive and collaborative team culture within the service desk.
The incumbent must regularly monitor the workload of team members delegate appropriate levels of responsibility to team members and lead by example.
Incumbent is tasked with navigating a combination of complexities including technical expertise strong leadership skills effective communication problem solving abilities and adaptability.
FACTOR 5 SCOPE AND EFFECT
The purpose of work is to ensure the smooth and efficient operation of the help desk while providing excellent customer service and technical support to internal and external users.
This position is critical to oversee the efficient and effective operation of the service desk function within the Agency.
The incumbent must manage a team of support staff and ensure that customer issues and requests are handled promptly accurately and with high levels of customer satisfaction.
FACTOR 6 PERSONAL CONTACTS
- Contacts are internal and external customers stakeholders offsite personnel management.
IT Contacts are made through various communication channels such as inperson communication phone calls email communications chat or instant messaging ticketing systems collaboration platforms and video conferencing.
FACTOR 7 PURPOSE OF CONTACTS
Contacts are made to facilitate effective communication collaboration problem solving decision making and relationship building in the context of service desk management.
Contacts enable the necessary interactions to support endusers align with organizational objectives and deliver highquality IT support services.
FACTOR 8 PHYSICAL DEMANDS
Work is sedentary in nature.
Incumbent often spends a significant amount of time working at a desk or computer station.
Some travel may be required for the purpose of meeting with clients stakeholders or offsite personnel/management.
FACORT 9 WORK ENVIRONMENT
Work is performed primarily in an office setting and outdoors to visit different sites.
The specific project determines where most of the work will be performed.
Required Experience:
Manager
Employment Type
Full-Time
