50% of people found this useful
The Help Desk Manager plans, directs, and coordinates resources that assist users with resolving problems related to IT. This includes interacting and consulting with clients to manage client satisfaction; implementation of desktop hardware and software; and, everyday service requests relating to PC, server, and network hardware and software. Through on-the-fly training and problem resolution, the Help Desk Manager empowers users to take a more self-service approach to IT-related issues in the workplace and ensures business process and quality standards are maintained.
Responsibilities:
- Respond to all IT problems and malfunctions, providing guidance and assistance as needed
- Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
- Oversee servicing of a range of equipment from workstations to servers to networks
- Choose appropriate technology and other resources to maximize help desk effectiveness
- Serve as a help desk subject matter expert in assessing impacts associated with new projects or application enhancements
- Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
- Works with appropriate staff to research calls received via the help desk to determine if a call is due to an application bug, an application enhancement, or if a training requirement exists
- Work with project managers to integrate changes in work schedules
- Develop a customer care philosophy that ensures customer satisfaction
- Advise on the purchase of technology to optimize help desk performance and analyse help desk results through various statistical and reporting methods
Qualifications
- Bachelor’s degree (or equivalent work experience);
- Five years of experience in an IT support or technical environment, with significant PC or client/server platform experience.
- Deep knowledge of Rational Defect Tracking and Testing Tools
- Familiarity with Web tools and technology (e.g., HTML, HTTP, Perl, CGI); understanding of network issues; ideally possesses relevant server experience (e.g., news server, mail server)
- competency in project management and effective management of resources in the execution of multiple projects