Help Desk Manager (30620)

Website Palmer Group

We’ve been providing employment solutions since 1998

We’re helping our client search for a knowledgeable and skilled Help Desk Manager to join their Des Moines-based team. This individual will be responsible for the daily operations of the technology support center and service desk. This company will provide the opportunity to use your talents in a progressive, growing organization that gives back. Those that possess strong customer service, communication, organizational and interpersonal skills are encouraged to apply!

Responsibilities:

  • Manage the daily operations of the Technology Support Center and service desk
  • Perform staff recruitment, supervision, scheduling, development, evaluation, and discipline
  • Manage the deployment, maintenance, upgrade, and support of desktop, end-user workstations, business line software packages, and devices
  • Assist with the purchasing of equipment and supplies
  • Own and manage the ticketing system and associated vendor
  • Create user satisfaction surveys, analyze feedback and ticketing system metrics, and make adjustments when necessary for improvement
  • Make recommendations for improvement and growth
  • Create and maintain a strategy around technical support and customer service
  • Develop and maintain associated processes and procedures
  • Coordinate company-wide communication around IT activities, maintenance, and outages

Requirements:

  • 5+ years of demonstrated experience in managing a small to medium-sized technology help desk, service desk, or technical support team
  • Familiar with ITIL service management framework, incident management, problem management, change management, and various types of formal IT requests
  • Advanced knowledge of common desktop and server operating systems, business productivity applications, and ticketing systems
  • Able to be flexible for on-call/after-hours support
  • Excellent customer service, organizational, and communication skills

To apply for this job email your details to nrenaud@thepalmergroup.com

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