Helpdesk Manager; DH

Overview

POSITION SUMMARY
The helpdesk manager leads the way to provide customer-centric IT Service Management (ITSM) focused on improving service and leveraging processes and strategies with an emphasis on timely IT services and support. As the helpdesk manager, you will be responsible for the overall performance and management of a set of Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives. Working within the Helpdesk and Service Desk Teams, you will supervise the day-to-day activities of a set of Tier 1 helpdesk technicians and Tier 1 Service Desk Representatives who are responsible for responding to user requests by phone, email, and the online service desk portal.

The helpdesk manager will liaise with the IS Technology Officer, other IS staff and the rest of the business to understand business goals and set & execute on Service Level Agreements to maintain a solid IS support environment. The incumbent will provide hands-on support to end users on a variety of issues, responding to telephone calls, email and personnel requests for technical support.

This role is responsible for ensuring the availability and performance of TCRHCC Help and Service Desk. This includes the monitoring of the quality of service provided by the Help Desk, the resolution of incidents and/or the coordination of the resolution with the appropriate support teams.

NECESSARY QUALIFICATIONS

Education
Bachelor’s degree in information systems, Computer Science, or related IS/Computer field

Experience
Must have one (1) year of supervisory or lead capacity experience

Other

Skills And Abilities

A record of satisfactory performance in all prior and current employment as evidenced by positive employment references from previous and current employers. All employment references must address and indicate success in each one of the following areas:

• Positive working relationships with others
• Possession of high ethical standards and no history of complaints
• Reliable and dependable; reports to work as scheduled without excessive absences
• Possession of high degree of integrity and influence with ability to contribute effectively as a member of team
• Possession of proven track record of being results-oriented, customer-focused with a hands-on approach
• Proven ability to manage and lead personnel in a team-oriented, collaborative environment
• Ability to communicate ideas in both technical and user-friendly language
• Proven analytical and creative problem-solving abilities using good project management skills
• Highly self-motivated and directed with keen attention to detail
• Proven track record of strong customer service orientation also interfacing with and providing guidance to business leaders
• Ability to multi-task, prioritize and manage time to strict deadlines (i.e. can demonstrate effective time and workflow management skills)
• Demonstrate knowledge of operating systems such as Windows 10, 11, and Mac OS, Office 365 technologies, Information Technology Service Management (ITSM) Tools, and understanding of networking topologies.
• Completion of and, above-satisfactory scores on all job interviews, demonstrating to the satisfaction of the interviewees and TCRHCC that the applicant can perform the essential functions of the job
• Successful completion of and positive results from all background and reference checks, including positive employment references from authorized representatives of past and current employers demonstrating to the satisfaction of TCRHCC a record of satisfactory performance and that the applicant can perform the essential functions of the job
• Successful completion of fingerprint clearance requirements, physical examinations, and other screenings indicating that the applicant is qualified to be employed by TCRHCC and demonstrating to the satisfaction of TCRHCC that the applicant can perform the essential functions of the job
• Submission of all required employment-related documents, applications, resumes, references, and other required information free of false, misleading, or incomplete information, as determined by TCRHCC.

The physical and mental demands described here are representative of…