Help Desk Manager Job Description

Help Desk Manager Job Description

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Help desk manager provides desktop computer technical support including troubleshooting and resolution of issues with software, hardware, and network connectivity.

Help Desk Manager Duties & Responsibilities

To write an effective help desk manager job description, begin by listing detailed duties, responsibilities and expectations. We have included help desk manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Expertise in system/processor architecture, desktop management interface, client/server architecture, operating systems, software applications, network protocols, routers, switches, remote access server, Virtual Private Network (VPN), and firewalls
Working knowledge and experience of DoD Enterprise License Agreement, Enterprise Software Initiatives (ESIs), Joint Enterprise License Agreement (JELA), BPA, License Tracking System (LTS) and the Computer Hardware, Enterprise Software and Solutions (CHESS)
Champion identification of process improvement initiatives, implementing solutions while maximizing productivity and resources
To provide telephone support to our business clients world-wide for problem resolution relative to our Cash Management products
Provide Leadership to Help Desk projects, working with various teams, to improve efficiency, quality & customer experience
Participate in meetings with our Help Desk vendor (CGI), driving performance around key Operational metrics
Work with multiple teams to reduce call & ticket volumes to the Help Desk
Complete reporting requirements, including analysis and presentations for various audiences
Implement Business Continuity procedures for the helpdesk staff and co-ordinate recovery activities with the IT Management Teams
Organize, manage, and direct the work of the employees in the assigned function

Help Desk Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Help Desk Manager

List any licenses or certifications required by the position: ITIL, IAT, II, PMP, HDI, OS, MOS, MCP, MS, SQL

Education for Help Desk Manager

Typically a job would require a certain level of education.

Employers hiring for the help desk manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Computer Science, Education, Business, Technical, Information Technology, Engineering, Information Systems, Management, Technology, Computer

Skills for Help Desk Manager

Desired skills for help desk manager include:

Active Directory
Hardware
Operating systems
Printers
Servers
Apple computer hardware and software troubleshooting and resolution
Desktop and business/technical support systems
Internet-based applications
Microsoft computer hardware and software troubleshooting and resolution
Network components

Desired experience for help desk manager includes:

3+ years of related work experience within IT Infrastructure management
Oversee the assignment of duties, and responsibilities to employees
Observe and evaluate employees and work procedures to ensure quality standards and service are met
Mentor, develop and provide on-the-job training to subordinates to strengthen their current performance and preparation for future advancement
Establish/adjust Help Desk service levels including problem resolution expectations and timeframes
Passionate about user experience and customer satisfaction

Help Desk Manager Examples

1

Help Desk Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a help desk manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk manager
  • Performs hardware and software installations as needed
  • Handles escalated calls or issues
  • Assume responsibility for all CDC voice communications infrastructure (switches, PBXs, handsets, premise wiring, ), and provide life-cycle sustainment and maintenance for the duration of the contract
  • Assume responsibility for all voice communications infrastructure equipment and provide for life-cycle sustainment and maintenance
  • Actively manage all CDC voice infrastructure, accounts, and lines
  • Lead, supervise, manage and mentor junior employees
  • Provide advanced technical advice and guidance on installation, adaptation, configuration or enhancement of CDC PBX's cabling, DAS and UC/Lync
  • Perform third tier problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems
  • Provides training to customers
  • Manages the Vendor break-fix relationship, ensuring SLA's are obtained and results are tracked and communicated
Qualifications for help desk manager
  • Advanced use of MS Office suite of products (Word, Excel, PowerPoint and Visio)
  • Comfortable working in a very collaborative, fast paced, and agile environment
  • Must have computer skills and possess a knowledge of computer
  • Minimum of 2+ years in a Manager/Leadership/Coaching role preferably within a fast-paced, customer driven environment
  • Proven, strong results in areas of service, leadership and associate retention in a customer-centric environment
  • Flexibility/adaptability to change and manage multiple tasks/projects within a fast paced environment
2

Help Desk Manager Job Description

Job Description Example
Our company is hiring for a help desk manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk manager
  • Provide 2nd and 3rd Level IT support relating to technical issues involving Microsoft's core business applications, virtual environments built on VMware and Citrix
  • Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities
  • Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department
  • Create and analyze customer service survey’s to enhance customer service levels
  • Evaluates and implements changes to group functions to maximize operational efficiencies
  • Participates in budget determination capital asset management
  • Provide management guidance by directing, motivating, and developing staff
  • Manage and coordinate urgent and complicated support issues
  • Ensures development plans, key performance indicators, and objectives are in place for all staff
  • Oversee scheduling of employee work times
Qualifications for help desk manager
  • Demonstrated ability to influence others successfully
  • Ability to negotiate and vendor manage
  • Ability to interact with all levels of management and turn feedback into actionable items
  • Strong analytical and problem solving capabilities to determine root cause and solution
  • Treasury Management Products knowledge
  • CashPro Product Knowledge
3

Help Desk Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a help desk manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for help desk manager
  • Monitors performance and quickly adjusts process, staffing, to improve
  • Evaluates and makes recommendations for process/procedure improvement
  • Leads strategy for IT Help Desk service
  • Prior to a project deployment, ensure that HelpDesk has information and procedures to support systems
  • Introduce HelpDesk to associates of acquired offices and firms
  • Work with the Regional Delivery Team to insure the appropriate level of support and to help the region reach the revenue targets
  • Work with IHD in other Regions to improve process and cooperation
  • Monitor open issues from tracking and voice mail systems
  • Insure that staff documents all pertinent end user identification information, including name, contact information and nature of problem or issue resolution information
  • Oversees the Global Technology Services (GTS) operations team delivery of service requests and incidents
Qualifications for help desk manager
  • Very strong interpersonal and enhanced communication skills
  • Monitors client requests to identify systematic patterns which may require adjustment to policies and procedures
  • Manages the relationships between senior management, the account management team, line of business, vendors, and external support teams
  • Directs the design, implementation, and operation of technology or systems for help desk and IT Operations function
  • Ensures adherence to policies, plan, objectives, budgets, and staffing allocations for the assigned site
  • Manages the vendor break-fix relationship, ensuring service level agreements are obtained and results are tracked and communicated
4

Help Desk Manager Job Description

Job Description Example
Our growing company is looking for a help desk manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for help desk manager
  • Own and mature the incident management process to ensure proper resolution, escalation, communication and customer satisfaction
  • Manage staff members in their daily activities by communicating interviewing, job expectations, personal development planning, performance appraisals and goal setting
  • Develop Service Level Agreements and measure performance
  • Manage & coordinate 24x7 Level 1 GTS on Call support process
  • Ensures team is in compliance with all regulatory controls and interpretations of the Information Security policy including, but not limited to SOX, PCI, ITAR
  • Manages and maintains existing Service Management systems, Footprints
  • Collaborates with management to develop helpdesk standards, research and procurement of relevant technology
  • Manage the request and incident processes and act as an intermediate escalation point for urgent and complex support issues
  • Schedules employees working times to ensure adequate staff coverage
  • Hires, trains and develops team members
Qualifications for help desk manager
  • Provides leadership, coaching, and mentoring to all levels of staff
  • BS degree in computer science, information technology, or another related field
  • Five (5) years of IT support or technical environment with voice platforms experience
  • Understanding of network issues
  • Relevant voice experience
  • Experience in LAN/network administration or systems administration in a relevant computing environment
5

Help Desk Manager Job Description

Job Description Example
Our company is growing rapidly and is looking for a help desk manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for help desk manager
  • Manage the quality assurance processes to ensure staff are delivering services to customers in a manner as expected
  • Works with service desk employees to ensure applicable knowledge articles are being written that are useful to customers and other employees
  • Inform IT senior management of major service impacting issues that may require additional and immediate IT support or escalation
  • Develops Service and Business Level Agreements to set expectations and measure performance and also help ensure SLAs are maintained
  • Attends Change Control meetings and provides feedback as necessary relating to testing or possible concerns with changes or releases to the IT environment
  • Ability to understand business objectives and map to system architecture / solution to ensure successful program implementation
  • Analyze and apply systems engineering expertise and judgment to selection of technical approach, techniques and methodologies based on business and system objectives
  • Responsible for daily operations of the team and the direct supervision of the staff, assignment of work, schedules, and day to day workflow
  • Develop and maintain metrics on ticket resolution, trends, and individual team member’s performance
  • Control Account Manager (CAM) for the Level 2 Help Desk Department, developing and reviewing variance reports, participate in compliance audits and other CAM related activities
Qualifications for help desk manager
  • Must have a minimum of five (5) years’ experience in Asset Management and has knowledge of commonly-used concepts, practices, and procedures
  • Must have working knowledge and experience in analyzing and interpreting performance metrics, risks, and controls
  • Must have experience developing Asset Management Plan
  • Experience working as part of cross functional managerial team
  • Must have at least a current SECRET Clearance
  • Has overall responsibility for help desk staff and the activities associated with the identification, prioritization, and resolution of reported problems

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