Help Desk Support Manager

• 1-3 years in a Help Desk Support Management position in a large environment, Windows & Mac support
• ServiceNow experience required, implementations/administration experience preferred
• Familiarity with ITSM/ITIL processes
• A+ Microsoft Certification preferred
• Experienced managing team of 5-15
• Intune, JAMF, PC, Mac

Formal JO Description:

The Help Desk Manager plays a vital role in the Enterprise Technology Services department, overseeing and managing Tier 1 Help Desk and staff. Triaging and routing service tickets to technicians, and escalating service tickets to appropriate Tier 2 teams. This position is responsible for ensuring our KPIs and SLAs are met and ensures the Help Desk is operating effectively and are appropriately staffed. The Help Desk Manager provides supervision, leadership, and training within the team.

PRINCIPAL ACCOUNTABILITIES:

Manage and supervise the daily activities of the Help Desk function, to include training, coaching, organizing, planning, and staffing operations.

Develop, review and meet service level agreements to continually increase customer satisfaction.

Maintain liaison with all ETS division operations and services to keep abreast of policy and procedural changes; develop and review procedures for Help Desk operating/procedure manuals.

Observe and measure organizational performance against customer requirements and recommend modifications to existing systems or development of new systems.

Coordinate the development and review of service level agreements with other areas of ETS to continually increase customer satisfaction.

Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.

Recommend various personnel actions including, but not limited to, hiring, performance appraisals, promotions, transfers, and vacation schedules. Perform other related duties incidental to the work described herein.

The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Performs other duties as assigned.

MINIMUM REQUIREMENTS:

Bachelor's degree. Three to five years of related work experience may be substituted in lieu of educational qualifications or related certifications. Previous experience in a supervisory role. Strong critical thinking and problem-solving skills. Prior work experience in a fast-paced environment. Must be punctual and dependable.