Manager-IT Help Desk

Summary

The Service Desk Manager’s role is to focus on the successful resolution of technical issues related to computer applications, electronic systems, and devices. Supports the operation of the organization’s computing infrastructure, Interacts with vendors, IT customers, and other department managers in the organization. Ensure that all IT User Services are secure, reliable and performing as needed, meeting business expectations at reasonable costs.

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
• Create or request metric reports from ServiceNow ticketing application to measure Service Desk agent performance
• 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.
• Communicate with Service Desk Supervisor and ServiceNow system administrator to perform consistent efficiency enhancements to the ServiceNow application to provide the highest level of IT customer assistance.
• 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
• Coordinate or perform application and IT and security audits, including retention of records and evidence for Sarbanes Oxley requirements.
• Work with IT Infrastructure and IS Application Teams to meet required application performance and availability targets.
  
  

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.