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)
Peak Networks is a leading company in our industry in the region. We provide Managed Services to businesses in the Tri-Cities area.
You'll be glad you applied to Peak Networks. Responsibilities Manage Help Desk tickets in a timely manner Respond to customer issues via phone, email and computer chat Provide customer assistance Document customer interactions Run diagnostics to resolve customer reported issues Install, make changes and repair computer hardware and software Follow-up with customers to ensure issues are resolved Write technical documents on how to or SOPs Network Administration Update / Create scripts Troubleshooting servers Server administration Qualifications Firm understanding of L2 and L3 networks (VLAN, STP, OSPF) Firm understanding of wireless protocols (802.
11, BT, LPWA) Firm understanding of VOIP systems Firm understanding of AD / DS services (AD, GP, and DNS) Firm understanding of MS365 (EntraID, Intune, and Exchange Online) Firm understanding of RMM tools Scripting knowledge (PS, Python, etc.
Knowledge of MDM tools Certifications Active Industry / Vendor networking certificate Powered by JazzHR
Last updated : 2024-05-15