Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Provides professional customer service along with a wide range of technical support and troubleshooting for Internet connectivity and Cobalt TV support. The technician will work with customers on Fiber, DSL, and Wireless Internet; Managed Wi-Fi; modems, routers, PCs; business and home networking, and other activities pertaining to installing and maintaining Hamilton services. Will handle new customer orders and service requests regarding Internet, Telephone, and Cobalt TV services. Ensures each customer receives excellent customer service and proactively seeks opportunities to cross-sell Hamilton services. This position works in the Business Office located in Aurora, NE.
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