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IT Support Desk Manager

2 months ago

Houston, Texas, United States Michael Baker International Full time

Job Summary

The IT Support Desk Manager will oversee the daily operations of the IT Support Desk, ensuring that all technical issues are resolved in a timely and efficient manner. This role will be responsible for supervising a team of Support Specialists, developing and implementing SOPs, and providing incident management and project performance reports.

Key Responsibilities

  • Supervise and manage a team of Support Specialists to ensure that all technical issues are resolved in a timely and efficient manner.
  • Develop and implement SOPs to ensure that all technical issues are resolved in a timely and efficient manner.
  • Provide incident management and project performance reports to senior management.
  • Analyze incident management trends and behaviors to identify areas for improvement.
  • Author and audit KB articles to ensure that they are accurate and up-to-date.
  • Escalate resource for Tier I incident and problem management requests.
  • Develop efficient incident lifecycle practices to ensure that all technical issues are resolved in a timely and efficient manner.
  • Participate in all Support Specialist candidate interviews to ensure that the best candidates are hired.
  • Provide training, technical support, and guidance to all Support Specialist I staff members.
  • May serve as a subject matter expert (SME) or technical resource on various IT initiatives and projects.

Requirements

  • Minimum of 8 years related experience.
  • 4-year degree or equivalent experience in Information Systems, Computer Science, or related field.
  • Has specialized knowledge and experience.
  • Promote a corporate culture based on proactive collaboration, sharing information, and learning.
  • Identify a best practice by documenting the process. Refine an existing operational process by automation or by developing an efficiency.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.