IT Help Desk Manager
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IT Help Desk Manager 6-figure salary bonus corporate benefits Tempe, AZ 85284 RESPONSIBILITIES Manager 2 teams of Help Desk Analysts Maintain ITSM systems by keeping service catalog, knowledge base, and incident reporting technologies current. Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Prioritize and schedule requests. Escalate problems (when required) to the appropriately experienced technician, analyst or engineer while building rapport and elicit problem details from help desk customers. Direct hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Establish, document, monitor and maintain standard operating procedures (SOPs). Establish SLAâ€™s for routine service request and identify, implement and report KPIâ€™s. Direct Help Desk Analysts to optimize productivity and efficiency ensuring consistency of service at all locations. Field incoming help requests from end users via telephone, ticketing system, and e-mail in a courteous manner and own results of the team. Train and provide guidance to team members. EXPERIENCE REQUIREMENTS Bachelorâ€™s degree in Computer Science/MIS or similar experience / technical certifications. 5-7 years managing small to midsize IT teams. 5-7 years with service desk ticketing. Strong Working knowledge of ITIL Standards and Processes. (Certification Preferred) Knowledge of basic computer hardware, including switches, routers, printers, desktops, laptops, monitors, telephones VoIP systems and cell phones. Experience with desktop and server operating systems, including IOS, Windows Desktop and Servers. Experience with Service Desk ticketing. Experience with System Center Configuration Manager (SCCM). Scripting and coding experience as it pertains to OS deployment and application modification. Prior working experience supporting and interfacing with C-Level executives.