27 Jul
Help Desk Manager
California, Orange county 00000 Orange county USA

Vacancy expired!

  • The Help Desk Manager position will manage day to day operations and strategy for internal Help Desk.
  • The successful candidate must have experience managing a large and complex help desk team and apply best practices and industry standards.
  • Position will develop and maintain metrics and service levels, drive training and development, and drive continuous process and productivity improvement.
  • Provide management oversight to a staff of 50+ help desk agents and 3 supervisors who provide technology support 6 days a week to 14,000 employees nationally.

Qualifications:
  • Four-year college degree in a related discipline or computer science field or equivalent work experience.
  • Candidate must have experience with ITSM tools (such as BMC Remedy/Helix) and be able to leverage to drive automation, self-service, Live Chat and other customer value adds.
  • The ideal candidate has experience suggesting what ITSM tool to use and why.
  • Enterprise level experience working with a large organization.
  • This is a 6-day, 12 hour per day run desk top team. The Help Desk Manager is responsible for operations during these times.
  • Candidates must possess excellent communication and leadership skills.
  • Should have at least five years’ experience managing a Help Desk of over 30 agents.

Vacancy expired!


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