Helpdesk Manager

Helpdesk Manager

Automotive company is looking for a Helpdesk Manager who will play a key role in supporting our organization. This includes managing distributing and prioritization of tickets to appropriate personnel monitoring SLA's and ensuring the help desk team are meeting these SLA's. This is a working management position and this manager should be an escalation point for the Help Desk. The helpdesk manager will also collaborate closely with our experienced team to close issues drive projects and build documentation.

Requirements

• Bachelor Degree in rience managing an IT help desk environment
• Computer Science or related field required.
• Minimum 5 years' experience managing an IT help desk environment
• Strong Microsoft Windows Desktop Experience
• Strong Microsoft Office Experience
• Understanding of web based concepts and technologies
• Ability to supervise a team of technicians and schedule/balance workloads
• Ability to work well with others in a collaborative and team environment
• Ability to prioritize effectively and to perform proactively
• Positive customer service and customerfriendly attitude
• Proven problem solving troubleshooting and analytical skills
• Ability to understand and work in strict compliance with documented procedures
• Ability to effectively prioritize and execute tasks in a highpressure environment
• Ability to conduct research into issues and products as required

Responsibilities

• Manage and support the Help Desk Team in day to day affairs
• Track issues from open ticket to resolution using Help Desk ticket management system.
• Escalate more complex issues to appropriate team members.
• Ensure ticket response and resolution times are within SLA timeframes
• Analyze performance of Help Desk activities and documented resolutions identify problem areas and devise and deliver solutions to enhance quality of service and to prevent future problems
• Continuous updates to documentation for Install configure and support desktop operating systems and applications.
• Document issues and errors for applications for deep dive troubleshooting.
• Documentation of Support of thirdparty applications.
• Monitor and Manage the afterhours OnCall duties