Helpdesk Manager Job Description

Helpdesk Manager Job Description

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Helpdesk manager provides technical leadership in planning, configuring, installing and maintaining enterprise networks, and convergent technologies in data, video and voice networks.

Helpdesk Manager Duties & Responsibilities

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

Sample responsibilities for this position include:

Develops and implements annual departmental goals and strategies, addresses department needs, and compares operations to industry best practices (e.g., ITIL, HDI)
Influence the suppliers to incorporate ITIL best practices and latest and trends
Providing "best practices" model of the entire support process
Managing 3rd party vendors and outsourced relationships
Personnel management up to 4 people in a fast paced, dynamic atmosphere
Functioning as the final point of contact for escalated desktop, laptop, mobile, and printing issues
Maintaining direct lines of communication with IT senior management and cross functional teams
75% hands off/managerial duties combined with 25% troubleshooting of escalated issues
Strategic planning, resource allocation, and process management
Work with Development, QA and other teams as needed to remain current on new products, updates to existing products, third-party OS and devices

Helpdesk Manager Qualifications

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

Licensing or Certifications for Helpdesk Manager

List any licenses or certifications required by the position: ITIL, II, IAT, MCP, CE, HV, MCSE, HDI, MCDST, TIA

Education for Helpdesk Manager

Typically a job would require a certain level of education.

Employers hiring for the helpdesk 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, Information Technology, Management, Technical, Graduate, Engineering, Technology, Information Systems, Finance

Skills for Helpdesk Manager

Desired skills for helpdesk manager include:

PPM Computerised Systems
Apple Mac OS Support experience and IT/Operation Project management experience is desirable
ITIL
MS Office and Outlook
Service offerings along with future industry products and technologies
Similar methodology
Statutory requirements and current legislation
DNS
Excel
Experience in configuring and installing complete Ethernet Networks

Desired experience for helpdesk manager includes:

Develop cross-team and cross-departmental expertise necessary to effectively respond to and work with Sales, Account Management, Development
Oversees the management of TLM Support Analysts in Malaysia
Provides support in the area of Global Reconciliations when related to TLM
Demonstrates knowledge of reconciliations, reconciliation applications and reconciliation best practice
Ensures that ALL queries in to the TLM Support Helpdesk arrive via SM9 ticket and resolved with high standards and in timely manner
Monitor Tickets feeds from SM9 and allocates Tickets to TLM Support Analysts to minimize delays in resolution to the business

Helpdesk Manager Examples

1

Helpdesk Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a helpdesk manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for helpdesk manager
  • Analyze SM9 requests to determine if there are patterns in certain types of requests that may indicate opportunities to improve productivity
  • Continually assist the TLM user groups in developing new skills to utilize TLM system capabilities
  • Provide documented TLM procedures to business where needed
  • Monitors TLM access for appropriateness and consistency between users
  • Outline
  • Take charge and be accountable for the planning process of projects
  • Conducts testing with assistance from end users
  • Contributes to the review of SLA’s and Business Continuity documents
  • Develops solutions that champion the Global Reconciliation and share services strategy / vision
  • Effectively communicates, selecting the appropriate approach and delivery method, and builds a rapport with team members, stakeholders, business partners, and senior management, using a variety of techniques and collaboration
Qualifications for helpdesk manager
  • Direct People Management
  • Ensure all FTE have clear mandates and objectives, running yearly appraisal reviews, ensuring workflow continues during absenteeism and vacations through efficient work allocation and resource requirement planning
  • Establish benchmark criteria for all positions within the department
  • Troubleshoot and resolve or escalate problems on all approved desktop hardware and software
  • Configure and install PCs with the standard hardware/software configurations
  • Maintain support and project SLA targets
2

Helpdesk Manager Job Description

Job Description Example
Our innovative and growing company is looking for a helpdesk 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 helpdesk manager
  • Ensure 99.7% Uptime on critical systems
  • Receive and process incoming support calls through to completion
  • Maintain internal infrastructure including network, workstations, servers, laptops, printers, telephone and video conferencing systems
  • Software installation and configuration, whilst always ensuring all licensing conditions are adhered to
  • Security of Internal infrastructure against intrusion and virus threats
  • Provide new starters with appropriate equipment on time
  • Work with IT staff around the world to create and then adhere to global standards
  • Track the incidents to conclusion in line with SLAs and quality standards
  • Measure, monitor and work to drive down incidents and problems
  • Ensure that the IT Help Desk actively participates in improving the usability and reliability of key IT services
Qualifications for helpdesk manager
  • Minimum five years' experience in a telecommunications or high-technology industry is required, preferably supporting a technical ticketing system
  • Strong service and leadership background required
  • Strong team management skills at a global level excellent stakeholder management and influencing skills
  • Experience of supporting all windows platforms, including Server O/S and desktop applications, especially Windows Server 2008/2012 and Windows 7 Pro/Enterprise
  • Experience of VMware
  • Minimum 3 years extensive experience in IT within a corporate environment
3

Helpdesk Manager Job Description

Job Description Example
Our company is searching for experienced candidates for the position of helpdesk manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for helpdesk manager
  • Ensure that the IT Help Desk is fully using appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customers
  • Contribute to the success of the business and assist in improving the overall customers experience within the team
  • Create appropriate team KPIs to drive customer satisfaction
  • Performs staff scheduling to ensure IT Support coverage during normal business hours and on-call support as required
  • Carry out performance evaluations, hiring and disciplinary responsibilities
  • Work together with the Business IT service Manager to invoke problem escalation procedures to coordinate recovery
  • Assists in the development and implementation of quality improvement
  • Uses management skills to successfully perform the planning, directing, reporting and administrative responsibilities of this position
  • Serve as an escalation point in end- user support tasks in coordination with the IT Service Desk
  • IT Support Associate staff
Qualifications for helpdesk manager
  • Intermediate level knowledge around technology support, help desk operations, and related tools commonly in use today
  • Skilled at translating technical jargon into laymen's terms that are actionable, informative, or support the decision making process
  • Ability to establish and manage positive partnerships with internal customers
  • Ability to manage multiple high priority incidents
  • Experience working in a formalized change and incident management environment
  • Bachelor's degree preferred or equivalent in experience and education
4

Helpdesk Manager Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of helpdesk 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 helpdesk manager
  • Responsible for performance of end user support service and end to end performance of incident management
  • Understand the end user support service processes of Service Partners and analyze the same
  • Improve the quality of service provided by the end user support service partners
  • Secure the hand over between build and run activities during the transition period after closing
  • Communicate support performance to Business Partners
  • Formalize issues, follow up and escalation with service partners
  • Propose improvements actions and follow-up action plans to achieve the quality of service expected
  • Monitor user adoption for solutions and end user services and by type of user (by region, by profile) and define improvement plans (communication and change plan)
  • Interact with Enterprise Architecture Team/Department that is responsible for support design activities (strategy definition, tools requirements, end user portal design,…)
  • Interact with other towers for shift left opportunities
Qualifications for helpdesk manager
  • Proficiency in all applicable software/hardware applications, including Microsoft Office
  • Prior leadership experience preferably in a Sales environment strongly preferred
  • Ability to form strong relationships both internally and externally
  • This position is located in Miami, FL
  • Experience with Zendesk or other Helpdesk applications
  • Deep knowledge of operating systems
5

Helpdesk Manager Job Description

Job Description Example
Our company is looking for a helpdesk manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for helpdesk manager
  • Ensure GREEN SLA performance and push for proactive SLA management methodologies within suppliers
  • Conduct periodic reviews and assess supplier performance using both Contractual and Non contractual metrics
  • Review KM performance(Usage, Updates, Quality of Updates and Evergreening)
  • Drive Problem Analysis activity in cases on Major incidents and Recurring incidents across all suppliers
  • Should have good knowledge of latest trends in Incident methodology
  • Analyzes work orders by size, urgency, skill set, location, complexity, and available manpower
  • Maintains files on tickets, proposals, and department files
  • Encouraging good general housekeeping of contract/s closing down of jobs, ensuring process calls is updated regularly, review and update work in progress on a regular basis
  • Ensure that established procedures are maintained and adhered to for any IT related work or IT requests
  • Drives proactive identification of problems and implementation of fixes for applications through testing at the Desktop level
Qualifications for helpdesk manager
  • 3+ years of facility management experience
  • The Operations team will have a critical role during the transition period to ensure business continuity for around 30,000 employees
  • Graduated with an engineering degree, preferably in information technology, you have 7-10 years of experience in end user support services, contract management and operational service management
  • Awareness to Service Now tool is good to have
  • 3 to 5 years of technical support experience – at least 3 years of those years with a customer service orientation
  • Help and support testing new applications on existing hardware configurations, and recommend upgrades, patches and/or fixes and as needed adjust

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