Help Desk Manager

Company: Kforce Technology Staffing
Location: Tyler
Posted on: May 4, 2021

Job Description:

RESPONSIBILITIES Kforce has a client that is seeking an experienced Help Desk Manager to oversee, develop scale their desktop support team in Tyler, TX. Summary The candidate will be required to manage ticket escalation and resolve any technical issues, present to business leaders, identify and recommend solutions for organizational challenges, and expand the level of technical support to the organization. The right candidate will be a solutions-oriented leader who is obsessed with customer service and leading by example. Help Desk Manager Responsibilities Manage and support a team of Help Desk technicians Implement innovative staffing and scheduling models for guaranteed coverage Training and development, performance evaluations Monitor team performance and develop feedback reports for management Select, interview and hire additional Help Desk technicians in accordance with organizational goals Choose appropriate technology and other resources to maximize help desk effectiveness Communicate with clients and provide in-personphone support when needed Troubleshoot and resolve technical issues Manage escalations and ensure any issues are resolved in a timely manner Develop a customer care philosophy that ensures customer satisfaction Analyze help desk performance through various statistical and reporting methods REQUIREMENTS Bachelor's degree in Computer Science, Information Technology, or a related field At least two years of experience as a Help Desk Manager Strong technical background Experience with service desk software tools Experience leading remote, multi-level Help Desk teams Excellent analytical and troubleshooting skills Ability to work under pressure Excellent leadership and people management skills Strong customer service skills Strong working knowledge of supported software and hardware solutions. Proficient knowledge of Microsoft Office applications SAP experience beneficial Ability to effectively communicate with partners, managers, and company executives Kforce is an Equal OpportunityAffirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Keywords: Kforce Technology Staffing, Tyler , Help Desk Manager, Executive , Tyler, Texas