Help Desk Manager job vacancy

Vacancy expired!

Help Desk Manager

Position Summary

:The Help Desk Manager will oversee, train, and mentor the help desk staff at various locations throughout the U.S., providing direction and act as Technical Lead to resolve hardware and software issues. This individual must have superior customer service and relationship management skills.

Responsibilities:

Lead and manage 10+ individual contributors in a hybrid environment with onsite responsibilities in multiple locations
Build a strong network and relationship effectively across the People team
Improve and create support procedures and documentation
Provide input to team on how to improve performance through process improvement, action plan reviews
Manage vendor support for 3rd party application and purchase

Requirements/Qualifications

Bachelor’s Degree is required in related field
5+ years of experience in help desk management; within contact center preferred
Thorough knowledge of computer hardware and software
Expertise in Windows, MacOS, Linux, Networking
Ability to lead and support Level 1 Technicians in deployment of IT assets, troubleshooting, configuration, software installations and updates, Quality Assurance and Quality Checks
Experience with network, VPN, encryption, decryption
Experience leading small to medium-sized projects
Experience developing and implementing new strategies and procedures, delivering communication to wide audiences in multiple formats (written and verbal), and building relationships
Ability to operate in high-pressure situation, handle multiple priorities and maintain a high level of discipline while remaining flexible and maintaining composure
Possess analytical skills with demonstrated problem-solving ability

Preferred Qualifications:

Proven ability to influence others, and facilitate agreement among stakeholders with different interests
Technical aptitude and familiarity with the design and utilization of complex systems
Proven track record of complex and creative problem solving and the desire to create and build new processes
Data mining and statistical analysis skills and experience with creating and using data to create a clear picture
Excellent business judgment, strong written and oral communication skills, and a practical, common sense approach to getting things done

Benefits: Medical, Dental, Vision, Prescription, 401k, Paid Time Off (PTO)

ID: #49141778
State: California Mountainview 94035 Mountainview USA
City: Mountainview
Salary: $130,000 - $140,000
Job type: Permanent
Showed: 2023-02-11
Deadline: 2023-04-10
Category: Software/QA/DBA/etc