Help Desk Manager
- Manages helpdesk operations.
- Monitors, supports and performs computer processing.
- Coordinates responses to trouble reports.
- Implement and refine help desk processes, tools, and knowledge bases to improve efficiency and consistency.
- Partner with IT leadership to align support strategies with organizational goals and technology initiatives.
- Manage escalations and provide hands-on support for complex issues when necessary.
- Prepare reports and insights to communicate help desk performance, trends, and improvement opportunities.
- A minimum of five (5) years of relevant help desk management experience to include help desk operations.
- Extensive experience in customer service and/or operations.
- Strong leadership skills with a proven track record of building and managing high-performing teams.
- Solid understanding of help desk technologies, ticketing systems, and ITIL best practices.
- Must possess IT-II security clearance or have a current National Agency Check with Local Agency Check and Credit Check (NACLC).
- Integrity - We act with unwavering honesty, ensuring every decision is rooted ethically.
- Adaptable - We swiftly adapt to changes, seizing opportunities to innovate and lead.
- People-Focused - We prioritize relationships, championing growth and mutual success.
- Accountable - We own our outcomes, striving for excellence through continuous improvement.
- Collaborative - We cultivate teamwork, harnessing diverse talents to forge groundbreaking solutions.
- Paid time off and Holidays
- Medical, Dental, and Vision Insurance
- Paid Parental Leave
- Short-term disability, long-term disability, and life insurance - Employer Paid!
- 401(k)
- Additional Voluntary Life Insurance
- Tuition Reimbursement
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