What are the responsibilities and job description for the Information Technology Help Desk Manager position at Shift Digital?
Summary
The Helpdesk Manager is responsible for the daily operation and overall effectiveness of the helpdesk team. The Helpdesk Manager reports to the IT Director.
Functions
Helpdesk Manager functions can be grouped as follows :
Manage helpdesk operations
Define service level requirements for helpdesk support and manage performance
Review helpdesk metrics to optimize helpdesk efficacy
Act as escalation point for advanced helpdesk cases
Create, review, and update knowledge base articles used by helpdesk technicians and employees
Determine helpdesk hours of operation based on business need
Oversee asset tagging of all IT equipment and maintain accurate asset database
Purchase hardware and software based on current inventory and future projections
Act as a point of contact for vendor relationships
Act as a representative for the helpdesk team when interacting with other teams
Manage helpdesk technicians
Interview, hire, and train helpdesk technicians
Provide career guidance to helpdesk technicians
Define KPIs for helpdesk technicians
Monitor helpdesk technician performance and mentor as needed
Conduct performance reviews
Determine scheduling requirements and arrange helpdesk technicians accordingly
Miscellaneous
Various other tasks as required
Knowledge and skills
Shift Digital is willing to train the right candidate to continually expand and enhance their skill set. The minimum requirements for a Helpdesk Manager are :
Education and experience
Bachelor’s degree with a technical major or equivalent experience
Five years of effective helpdesk and / or desktop support experience
Management or team leadership experience is preferred
Technical skills
Proficiency with Windows and Microsoft 365 administration and applications
Familiarity with macOS, iOS, and Android operating systems
Familiarity with Salesforce or equivalent CRM / ticketing tool
Very strong ability to analyze, isolate, and resolve issues with hardware and software
Communication skills
Very strong ability to interpret technical information and discuss it effectively with people of various skill levels
Excellent attention to detail in written communications
Ability to speak clearly and effectively
Leadership skills
Very strong management and teamwork skills
Ability to identify and act upon opportunities for staff improvement and growth
Ability to prioritize tasks and manage time effectively
Ability to manage remote employees effectively
Working conditions and physical requirements
In general, Shift Digital’s Helpdesk Manager will work regular business hours in a casual office environment. A fully qualified candidate will meet the requirements below, with reasonable accommodation.
Ability to work at a desk in an open office environment for long periods of time
Ability to work in cramped or confined environments for short periods of time
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