What are the responsibilities and job description for the IT Service Desk Manager position at Omaha Steaks?
Job Summary:
Monitors the efficiency and effectiveness of the Help Desk by ensuring accurate and timely fixes dispensed by Help Desk staff. Guides the technical department of the Help Desk Staff and maintains software and hardware standards of all deployed computing resources. Establishes and maintains call logging facility to provide management reporting capabilities and knowledge base development. Procures assets and establishes and maintains computing resources inventory.
Area of Responsibilities:
- Monitors call logs and review fixes dispensed by Help Desk staff to ensure a high degree of customer satisfaction
- Continually monitors, develops, and coaches Help Desk staff to ensure their competence with emerging technologies
- Procures PC's and peripherals, establishes/maintains a computing resource inventory database
- Assists with ensuring software licensing compliance
- Establishes and maintains a call logging facility to provide management reporting capabilities and knowledge base development
- Researches and evaluates new products and oversees their implementation
- Provides end-user training on new products and updates
- Oversees Retail store support to include on-call and after hours
- Reviews trade publications weekly to stay current on technology
Knowledge, Skills & Abilities:
- 4 year college degree or equivalent in Computer Science or MIS
- 4-5 years previous management role in IS Help Desk environment
- Excellent verbal and written communication skills and technical aptitude
- Extensive knowledge of computer hardware/software including Windows 7,8,10; MS Office products and MAC
- Rotational on-call schedule
Military Veterans and their spouses are encouraged to apply.
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