Help Desk Manager

We are seeking a highly organized and customer-focused Help Desk Manager to lead and oversee our IT support team. The Help Desk Manager will be responsible for ensuring efficient and effective resolution of technical issues for end-users, managing support requests, and improving the overall IT service experience. The ideal candidate will possess strong leadership skills, in-depth technical knowledge, and a commitment to providing excellent customer service. Key Responsibilities Manage Help Desk Team : Lead a team of IT support professionals, providing guidance, training, and performance management to ensure they meet service standards and resolve issues effectively. Prioritize Support Requests : Oversee the intake and prioritization of help desk tickets, ensuring that high-priority issues are addressed quickly and efficiently. Monitor Performance : Track key performance metrics (KPIs) such as ticket resolution times, user satisfaction, and adherence to service level agreements (SLAs). Implement Best Practices : Develop and implement help desk processes, policies, and best practices to improve the efficiency and effectiveness of the support team. Escalate Issues : Handle escalations of complex technical issues, coordinating with other departments or external vendors to ensure swift resolution. Customer Service Excellence : Foster a culture of excellent customer service, ensuring that support staff maintain professional communication and a user-centric approach to problem-solving. Resource Management : Allocate resources effectively, including scheduling shifts, distributing workloads, and ensuring appropriate staffing levels. Technology and Tools : Oversee the deployment and management of help desk tools and technologies, ensuring they are up-to-date and optimized for performance. Training and Development : Provide ongoing training and development opportunities to help desk staff to improve their skills and stay current with new technologies and support strategies. Reporting : Prepare and deliver regular reports on help desk performance, issues trends, and areas for improvement to senior management. Skills, Knowledge and Expertise Proven experience as a Help Desk Manager or in a similar IT support leadership role. Strong technical knowledge of computer systems, networks, and related hardware/software. Exceptional customer service and communication skills. Experience with help desk software and ticketing systems. Strong problem-solving abilities and the ability to handle high-pressure situations. Ability to lead, mentor, and develop a team of IT professionals. Benefits Medical Insurance The coverage begins for the employee the on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents Cost to the employee to participate in the plan varies by the coverage selection and the number of dependents; and may be subject to collective bargaining agreement The employee may also elect to opt out of the County's medical insurance if proof of coverage is provided Under this arrangement, the employee is provided with an annual opt out payment. Vision and Prescription The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents Contributions may vary, subject to collective bargaining agreement. Dental Coverage The coverage begins for the employee on the first of the month following the first full 30 days of full-time employment for employees and their eligible dependents Contributions may vary, subject to collective bargaining agreement.