27 Jul
Help Desk Manager
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.
- 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!