Manager of Help Desk

The Help Desk Supervisor is very important to the success of the Help Desk. They are the primary person responsible for the day-to-day operations and the position requires at least five years of Help Desk experience with 2 years as a Supervisor/supervisor. It also requires previous experience as a technical support consultant with comprehensive knowledge of PC operating systems, networking and application support. Roles and Responsibilities Help Desk Performance • Create/maintain mission, services and quarterly objectives for the Help Desk • Get input from customers, management, and other IT groups on quality of provided services • Meet service level agreements • Perform forecasting and using call management software and ACD technologies • Ensure participation and buy-in of help desk processes and procedures from help desk staff and technical support partners • Provide a first level escalation when customers wish to speak to a manager or supervisor • Monitor, evaluate and improve on abandon rates, live transfer rates, and misrouted calls Help Desk Function • Manage the day-to-day function of the Help Desk, ensuring that processes are followed and procedures are working • Direct management of Level-1 and Level-2 Analysts and team leads according to established performance measurement plan • Assess the skill level of all employees and develop a training plan for each employee • Work to achieve training plan objectives with each employee and establish a career path Planning • Plan for the effective implementation of new products and services into the current Help Desk support environment • Evaluate and improve on an ongoing basis through research and implementation of new technologies • Create an annual plan for the Help Desk, report on progress and update quarterly Staffing • Using collected data from the ACD ensure adequate staffing and effective scheduling for peak and non-peak hours • Supervise staff and assist with hiring and training of new employees • Monitor employee’s performance and conduct periodic meetings • Forecast adequate staffing levels using the ACD to determine requirements for additional capacity during period of growth Problem analysis and resolution • Assist with customer calls as required • Analyze and resolve support requests according to the service level agreements with the caller, escalating when necessary • Analyze trends in collected date to determine the cause of problems, not just the symptoms, taking action to prevent problems from recurring Communication • Keep management informed of trends, significant problems and expected delays • Keep customers informed of global problems or scheduled downtime • Keep customers informed of progress on problems that cannot be resolved at the initial point of contact Training • Stay informed of technology advancements, especially those that will assist with providing enhancements to the help desk • Provide training and mentoring to Level-1 and Level-2 Analysts and encourage them to follow proper procedures and assist them to learn new troubleshooting skills

Qualifications :
Qualifications Bachelor’s degree in technical field required. MCSE or equivalent experience preferred. 5-7 years of technical support experience with at least 2 years of management experience. Management Requirements This position reports directly to the Associate Director of Technical Services and must serve as the customer advocate in the support environment. Working with the Associate Director, the help desk supervisor will establish an appropriate career path, training plan and development plan.

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