Help Desk Manager

---

Job description

This position is responsible for the day-to-day operations of the North American IT Service Desk, managing and advancing the first-level service and support of end-user service requests and incidents, and ensuring service levels are maintained. Coordinates the daily work of the Service Desk Analysts and provides technical and business leadership and guidance to the team.

Essential Job Duties:

• Develop, manage, measure and report on key performance indicators.
• Build relationships with all IT units to ensure that IT delivered services and end-user productivity goals are understood and exceeded.
• Perform end-user satisfaction surveys (transactional and periodic) and develop action plans to address areas needing improvement.
• Advance the use of a knowledge repository to share information among all levels of IT service and support.
• Prepare cost analyses, budget plans and proposals as needed.
• Be an active member of the change and problem management teams responsible for increased call avoidance and decreased end-user downtime.
• Leverage service desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL) to drive continual process improvement.
• Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
• Assists Service Desk Analysts in solving non-routine software, hardware, and procedure problems.
• Interpret IT/Company policy and enforce regulations.
• Assume other duties as assigned.

Supervisory Responsibilities:

• Supervise the work of others, including planning, assigning, and scheduling work, reviewing work, and ensuring quality standards, training staff and overseeing productivity. May offer recommendations for hiring, termination and pay adjustments, but do not have final responsibility for making these decisions.

Education & Experience:

• College degree or equivalent preferred
• 4 years working experience in a call center/service desk environment

Preferred Qualifications:

• 2 years supervisory experience
• ITIL certification

Knowledge/Skills/Abilities:

• Knowledge of IT service desk tools and best practices
• Strong reporting skills