Help Desk Manager

SUMMARYResponsible for managing the Help Desk to ensure thorough and timely first-level hardware, software, and network support for end users. Oversees and ensures servers, workstations, notebooks, and printers are operational and performing at optimal levels. Provides second-level technical support and mentoring to Help Desk Specialists.ESSENTIAL DUTIES AND RESPONSIBILITIESMentors, cross-trains, and supervises Help Desk Specialists;Provides second-level hardware, software, and network support for end users;Ensures that all users are informed of progress and recommendations to eliminate multiple calls on previously reported problems;Troubleshoots, isolates, documents, and resolves problems reported by users;Identifies problem trends and makes recommendations to senior management in order to minimize ongoing issues;Completes hardware and software installations;Supports the Company’s technical operations by adhering to and enhancing policies and procedures related to Help Desk functions;Ensures that Help Desk tracking software is used to document all support calls and projects;Builds and maintains PC systems;Keeps current and knowledgeable on all corporate-approved software;Provides hardware/software application training and documentation to train Help Desk Specialists and end users as needed;Promotes a customer service approach between Information Systems and other Corporate departments and branch locations;Other duties as assignedQUALIFICATIONSEDUCATION / EXPERIENCE Bachelor's Degree or equivalent combination of education or experienceSix (6) or more years of related experienceExperience within a help desk environmentExperience working with large-scale ticketing systemsStrong knowledge of Windows servers, workstations, notebooks, printers, and standard Microsoft applications and hardware maintenanceSKILLSExcellent verbal and written communication skillsExcellent customer service skills, including telephone and listening skillsAbility to work within a team and to foster teamworkGood planning, organizational and prioritization skillsProficient in Microsoft Office products