Manager - Help Desk

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• Job Summary:The Help Desk Manager s responsible for overseeing a team of help desk representatives, ensuring efficient support for information systems products and services. This role involves managing service desk requests, assigning tickets, maintaining documentation, and contributing to equipment-related activities. Additionally, the Manager is responsible for performance management and scheduling.

Primary Duties & Responsibilities:

• Supervision: Oversee the work of a team of help desk specialists providing support for information systems products and services, including personal computers, peripherals, software applications, and organizational networking or access issues.
• Ticket Management: Log and track requests for help desk assistance, assigning tickets to representatives based on their availability and expertise. Administer ServiceNow and leverage investments in technology
• Documentation: Develop and maintain installation and maintenance documentation to ensure efficient problem-solving and knowledge sharing within the team.
• Equipment Support: Assist with purchasing, testing, or installing equipment as needed to support organizational operations.
• Performance Management: Conduct performance management duties, including performance warnings, reviews, Performance Improvement Plans (PIPs), and other relevant actions to support team development and performance.
• Scheduling: Staff and schedule team members to ensure adequate coverage and efficient support for end-users.

Qualifications:

• Knowledge of the field's policies, procedures, and best practices related to help desk support and information systems.
• Minimum of 3 years of experience in a help desk or technical support role.
• Technical knowledge related to supporting a range of technology products, including hardware, software, applications, and Identity and Access Management (IAM) systems.