What are the responsibilities and job description for the IT Help Desk Manager position at Sharp Infotech Inc.?
Job Details
Primary Responsibilities/Essential Functions
- Manage and lead a team of IT helpdesk technicians, providing guidance, coaching, and support to ensure high performance and productivity.
- Develop and implement onboarding and offboarding processes, ensuring smooth transitions for new hires and departures, including provisioning and deprovisioning of accounts, hardware, and software.
- Oversee access management processes, including user account creation, permissions management, and access reviews, to ensure compliance with security policies and regulatory requirements.
- Monitor network services and infrastructure, proactively identifying and resolving issues to minimize downtime and optimize performance.
- Implement and maintain an asset management system, ensuring accurate tracking and inventory of IT assets, including hardware, software licenses, and peripherals.
- Prioritize and assign helpdesk tickets, ensuring timely resolution of technical issues and adherence to service level agreements (SLAs).
- Monitor helpdesk performance metrics, analyze trends, and implement strategies for continuous improvement.
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