Help Desk Manager

  • location: Mcclellan, CA
  • type: Permanent
easy apply

job description

Help Desk Manager

job summary:
Our client has a permanent opportunity for a Help Desk Manager in Sacramento, CA.

The Help Desk Manager is responsible for effective leadership of our client's Help Desk.

The Help Desk's primary responsibility is providing end user IT support to our client's employees, both locally and remotely. Responsibilities include management of support cases for multiple IT supported services and environments including desktop and mobile devices, servers, networks, telephony, applications, access and general use questions. Responsible for working through and directing end users towards our helpdesk ticketing queue. Responsible for escalating tickets that cannot be solved directly, or directing to the correct process as required.

This role includes the responsibility of managing all procedures related to the identification, prioritization and resolution of end user help requests, including monitoring, tracking and coordination of Help Desk functions. Primary responsibilities include oversight and management of multi-site, IT helpdesk including desktop support, inventory management, networking and other IT related technologies.

· Oversee Help Desk activities, responds to escalated issues, and interacts with internal users to help resolve IT-related issues. Provides answers in a timely manner. Establish and enforce Help Desk service level agreements for problem resolution.

· Manage and provide technical guidance for support staff to assist, attempt resolution of problems related to system issues or applications related issues, including OS, MS Office, and other supported internal applications.

· Ensure problems are fully documented and manage issues through resolution.

· Oversee end user training in applications and operating system fundamentals.

· Manage end user support for virus/malware related issues and educate end users on safe and secure IT behaviors.

· Establish and oversee standards and project/operational requirements for configuration of hardware, devices, peripherals, services, settings, directories, storage, etc.

· Establish and enforce standard procedures for creating and maintaining user accounts, passwords, and access as requested.

· Develop and maintain end user installation and configuration procedures, documentation, and training information.

· Produce weekly and monthly IT help desk metric reports for meeting of KPI objectives.

· Builds and maintains vendor relationships and manages the purchase of hardware and software products.

· Ensures that company assets are maintained responsibly.

· Provide continual suggestions for process, procedural and security improvements.

· Prepare annual performance appraisals and assessments.

· Meet with staff Bi-Weekly for 1-1 meetings.

· Manage special projects as assigned.

 
location: Mcclellan, California
job type: Permanent
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
Our client has a permanent opportunity for a Help Desk Manager in Sacramento, CA.

The Help Desk Manager is responsible for effective leadership of our client's Help Desk.

The Help Desk's primary responsibility is providing end user IT support to our client's employees, both locally and remotely. Responsibilities include management of support cases for multiple IT supported services and environments including desktop and mobile devices, servers, networks, telephony, applications, access and general use questions. Responsible for working through and directing end users towards our helpdesk ticketing queue. Responsible for escalating tickets that cannot be solved directly, or directing to the correct process as required.

This role includes the responsibility of managing all procedures related to the identification, prioritization and resolution of end user help requests, including monitoring, tracking and coordination of Help Desk functions. Primary responsibilities include oversight and management of multi-site, IT helpdesk including desktop support, inventory management, networking and other IT related technologies.

· Oversee Help Desk activities, responds to escalated issues, and interacts with internal users to help resolve IT-related issues. Provides answers in a timely manner. Establish and enforce Help Desk service level agreements for problem resolution.

· Manage and provide technical guidance for support staff to assist, attempt resolution of problems related to system issues or applications related issues, including OS, MS Office, and other supported internal applications.

· Ensure problems are fully documented and manage issues through resolution.

· Oversee end user training in applications and operating system fundamentals.

· Manage end user support for virus/malware related issues and educate end users on safe and secure IT behaviors.

· Establish and oversee standards and project/operational requirements for configuration of hardware, devices, peripherals, services, settings, directories, storage, etc.

· Establish and enforce standard procedures for creating and maintaining user accounts, passwords, and access as requested.

· Develop and maintain end user installation and configuration procedures, documentation, and training information.

· Produce weekly and monthly IT help desk metric reports for meeting of KPI objectives.

· Builds and maintains vendor relationships and manages the purchase of hardware and software products.

· Ensures that company assets are maintained responsibly.

· Provide continual suggestions for process, procedural and security improvements.

· Prepare annual performance appraisals and assessments.

· Meet with staff Bi-Weekly for 1-1 meetings.

· Manage special projects as assigned.

 
qualifications:
Our client has a permanent opportunity for a Help Desk Manager in Sacramento, CA.

The Help Desk Manager is responsible for effective leadership of our client's Help Desk.

The Help Desk's primary responsibility is providing end user IT support to our client's employees, both locally and remotely. Responsibilities include management of support cases for multiple IT supported services and environments including desktop and mobile devices, servers, networks, telephony, applications, access and general use questions. Responsible for working through and directing end users towards our helpdesk ticketing queue. Responsible for escalating tickets that cannot be solved directly, or directing to the correct process as required.

This role includes the responsibility of managing all procedures related to the identification, prioritization and resolution of end user help requests, including monitoring, tracking and coordination of Help Desk functions. Primary responsibilities include oversight and management of multi-site, IT helpdesk including desktop support, inventory management, networking and other IT related technologies.

· Oversee Help Desk activities, responds to escalated issues, and interacts with internal users to help resolve IT-related issues. Provides answers in a timely manner. Establish and enforce Help Desk service level agreements for problem resolution.

· Manage and provide technical guidance for support staff to assist, attempt resolution of problems related to system issues or applications related issues, including OS, MS Office, and other supported internal applications.

· Ensure problems are fully documented and manage issues through resolution.

· Oversee end user training in applications and operating system fundamentals.

· Manage end user support for virus/malware related issues and educate end users on safe and secure IT behaviors.

· Establish and oversee standards and project/operational requirements for configuration of hardware, devices, peripherals, services, settings, directories, storage, etc.

· Establish and enforce standard procedures for creating and maintaining user accounts, passwords, and access as requested.

· Develop and maintain end user installation and configuration procedures, documentation, and training information.

· Produce weekly and monthly IT help desk metric reports for meeting of KPI objectives.

· Builds and maintains vendor relationships and manages the purchase of hardware and software products.

· Ensures that company assets are maintained responsibly.

· Provide continual suggestions for process, procedural and security improvements.

· Prepare annual performance appraisals and assessments.

· Meet with staff Bi-Weekly for 1-1 meetings.

· Manage special projects as assigned.

 
skills: Our client has a permanent opportunity for a Help Desk Manager in Sacramento, CA.

The Help Desk Manager is responsible for effective leadership of our client's Help Desk.

The Help Desk's primary responsibility is providing end user IT support to our client's employees, both locally and remotely. Responsibilities include management of support cases for multiple IT supported services and environments including desktop and mobile devices, servers, networks, telephony, applications, access and general use questions. Responsible for working through and directing end users towards our helpdesk ticketing queue. Responsible for escalating tickets that cannot be solved directly, or directing to the correct process as required.

This role includes the responsibility of managing all procedures related to the identification, prioritization and resolution of end user help requests, including monitoring, tracking and coordination of Help Desk functions. Primary responsibilities include oversight and management of multi-site, IT helpdesk including desktop support, inventory management, networking and other IT related technologies.

· Oversee Help Desk activities, responds to escalated issues, and interacts with internal users to help resolve IT-related issues. Provides answers in a timely manner. Establish and enforce Help Desk service level agreements for problem resolution.

· Manage and provide technical guidance for support staff to assist, attempt resolution of problems related to system issues or applications related issues, including OS, MS Office, and other supported internal applications.

· Ensure problems are fully documented and manage issues through resolution.

· Oversee end user training in applications and operating system fundamentals.

· Manage end user support for virus/malware related issues and educate end users on safe and secure IT behaviors.

· Establish and oversee standards and project/operational requirements for configuration of hardware, devices, peripherals, services, settings, directories, storage, etc.

· Establish and enforce standard procedures for creating and maintaining user accounts, passwords, and access as requested.

· Develop and maintain end user installation and configuration procedures, documentation, and training information.

· Produce weekly and monthly IT help desk metric reports for meeting of KPI objectives.

· Builds and maintains vendor relationships and manages the purchase of hardware and software products.

· Ensures that company assets are maintained responsibly.

· Provide continual suggestions for process, procedural and security improvements.

· Prepare annual performance appraisals and assessments.

· Meet with staff Bi-Weekly for 1-1 meetings.

· Manage special projects as assigned.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

easy apply

get jobs in your inbox.

sign up
{{returnMsg}}

related jobs