Help Desk Manager Jobs

Job Summary:

The Help Desk Manager is responsible for overseeing the timely delivery of technical support services to agency employees. This individual will supervise the desktop support technicians stationed at each site to ensure a high level of customer service and will serve as the primary escalation point for issues they may be unable to resolve. The ideal candidate for this role should possess a solid technical background in desktop and server operating systems, combined with great customer service skills, as well as strong supervisory experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals are essential skills to perform well in this position. Improving efficiency and client satisfaction are primary objectives for this role.

Essential Job Functions:

1. Responsible for assuring users are provided efficient and timely first and second level support
2. Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
3. Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
4. Coordinates the desktop support team’s efforts when involved in department or agency wide projects as instructed by the Director of Information Technology
5. Responsible for managing the incident management database and follows up with assigned personnel to ensure timely resolution of problems
6. Documents issue resolution to department knowledge base to reference in future incidents and creates self-help articles for employee access
7. Invokes problem escalation procedures to coordinate recovery; communicates outages and maintenance windows to agency constituencies
8. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
9. Ensures that daily, weekly, and monthly ticket tracking reports, and performance metrics are completed and continually modified to meet the needs of the department
10. Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through
11. Contributes to departmental productivity and development objectives by participating in training programs
12. Provides leadership by projecting a positive attitude, and providing learning incentives
13. Interfaces with employees, supervisors, and directors, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner.
14. Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
15. Organizes regular meetings with technicians, attends seminars and reads industry related publications to remain abreast of technology advances and aid in technology planning effort
16. Accountable for meeting systems infrastructure or operational Service Level Agreements (SLA) established by the Director of Information Technology
17. Responsible for improving team efficiency for incident resolution and cost management initiatives
18. Manages, develops, and improves on-boarding and off-boarding tasks and processes to ensure positive experiences for employees
19. Completes research and recommends replacement parts and accessories for employee technology equipment that are cost-effective, durable, provide good warranty, and support an equipment lifecycle model
20. Manage the department’s requisition, ordering, and receiving workflow for supplies, parts, accessories, and desktop equipment needed to fulfill Help Desk service requests
21. Performs other duties and responsibilities as assigned by the Director of Information Technology

Knowledge, Education and Skills Required:

1. BS/BA in Computer Science or similar preferred along with a minimum of (5+) years of technical and managerial experience in a help desk environment; Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities
2. Possess strong abilities in organizing, prioritizing and multitasking.
3. Expected to be a team player with solid project management skills

Preferred Training / Certifications:

1. Net + Certification

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity.

Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.