Manager-it Help Desk

3 weeks ago

Houston, United States Westlake Careers Full time

**SUMMARY**

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Service Desk Manager ‘s main goal is to meet IT customer needs
- Must be knowledgeable of specific products used by IT customers, as well as updates, upgrades and limitations
- Must ensure the Service Desk team provides knowledgeable and applicable advice to IT customers in a welcoming and professional manner.
- Monitors communications to ensure that the Service Desk team projects a positive attitude towards customers. Follows up on the areas in which communications need improvement.
- Provide training to ensure the Service Desk team provides helpful advice, and exhibits patience, to IT customers, from novice to expert.
- Work with the Human Resources department to recruit and screen applicants, and participate in the interview process
- Monitor Service Desk team performance, conduct employee reviews, give out feedback and make themselves available for questions and concerns
- Oversee operations and maintenance of Service Desk and IT/IS Problem Tracking and Response Systems.
- Responsible for developing guidelines and procedures to improve the quality of service their team delivers
- Prepares work schedules to verify that sufficient employees are available to handle internal and/or external inquiries. Scheduling must alleviate the problem of overworked Service Desk team members.
- Stay abreast of the most current and relevant industry news, by attending trainings, conferences, and other relative IT events.
- Participate in Change Management meetings to present or discuss changes that may affect the IT Service Desk and users supported

**QUALIFICATIONS**

Service Desk Manager must be organized and have an excellent ability to

communicate and problem solve.
- Possess strong leadership quality
- Work well in team environment
- Strong time management skills
- Excellent listening, verbal, and written communication skills
- Strategic thinking skills
- High emotional intelligence
- Basic understanding of IT structure
- Excellent attention to detail
- Microsoft Office
- IT Systems
- Service Desk Management Software

**EDUCATION and/or EXPERIENCE**
- B.A./B.S. in Computer Science or another technical field preferred.
- 10 to 15 years’ experience in on-site computer support. Some management experience preferred.

**PHYSICAL DEMANDS**

While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

**WORK ENVIRONMENT**

The noise level in the work environment is usually moderate as normally based in an office. May require usage of stairs and elevators. Travel up to 25%; air or auto travel may occasionally be required.

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