IT Help Desk Manager
2 weeks ago
IT Help Desk Manager
We are seeking a highly skilled and experienced IT Help Desk Manager to join our team at PDC Technologies. The successful candidate will be responsible for providing leadership and direction to the IT help desk staff and operations, ensuring that our customers receive exceptional service and support.
Key Responsibilities:
- Provide leadership and direction to the IT help desk staff and operations
- Ensure that customers receive efficient and timely first and second level support
- Manage the help desk staff, including performance evaluations, promotions, hiring, and disciplinary responsibilities
- Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems
- Involve problem escalation procedures to coordinate recovery
- Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
- Ensure that decisions made to improve the overall customer support of the help desk are continually carried through
- Coordinate training requirements of help desk personnel
- Contribute to departmental productivity and development objectives by participating in training programs
- Provide leadership by projecting a positive attitude and providing learning incentives
- Solve problems and make decisions on a daily basis relative to help desk responsibilities
- Ensure that effective help desk representation takes place for the coordination of work processes and projects with other departments and divisions
- Management skills are required to successfully perform the planning, directing, reporting, and administrative responsibilities of this position
- Demonstrated management and decision-making skills concerning information
Requirements:
- 10+ years of IT experience is required
- 3+ years of management experience is required
- Experience in managing and coaching system administrators and support analysts is required
- Experience with help desk software preferred
- Expertise in Microsoft Office, Microsoft Active Directory, and operations management tools is preferred
- Must have demonstrated ability to organize and manage distributed systems
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