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Help Desk ManagerTyler TX. – HybridContract to Hire
Help Desk Team size = 10 Requirements:- Bachelor's degree in Computer Science, Information Technology, or a related field; and/or training or equivalent combination of education and experience.
- Proven experience as a Help Desk Manager, including hire/fire, coaching/mentoring, budget, etc.
- Strong technical background
- Experience with service desk software tools. BMC Helix would be a preference.
- Experience leading remote, multi-level Help Desk teams
- Excellent analytical and troubleshooting skills
- Ability to work under pressure
- Excellent leadership and people management skills
- Strong customer service skills
- Strong working knowledge of supported software and hardware solutions.
- Proficient knowledge of Microsoft Office applications; SAP experience beneficial
- Ability to effectively communicate with partners, managers, and company executives.
- Manage and support a team of Help Desk technicians
- Implement innovative staffing and scheduling models for guaranteed coverage
- Training and development, performance evaluations
- Monitor team performance and develop feedback reports for management
- Select, interview and hire additional Help Desk technicians in accordance with organizational goals
- Choose appropriate technology and other resources to maximize help desk effectiveness
- Communicate with clients and provide in-person/phone support when needed
- Troubleshoot and resolve technical issues
- Manage escalations and ensure any issues are resolved in a timely manner
- Develop a customer care philosophy that ensures customer satisfaction
- Analyze help desk performance through various statistical and reporting methods