Help Desk Manager jobs in Illinois
Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Recently Added Help Desk Manager jobs
Help Desk Manager *Remote
- RemoteWorker US
-
Schaumburg, IL
FULL_TIME
-
Job Description
Job Description
Connection Services has a fantastic opportunity for a Help Desk Manager, working Remotely. Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO, bonus, excellent benefits; opportunity for growth. *REMOTE*
Working under minimal supervision of Director PMO, the Manager of Help Desk Services ensures delivery of quality support services and evaluates / improves processes, communication, and consistency of the Help Desk team in support of increasing first contact resolution for our external Help Desk Services customers. The Manager improves service desk processes, measurements, communications and reporting. The Manager leads and coaches Help Desk technicians in order to improve efficiency and technical aptitude and maintains the day-to-day operations for the Help Desk as well as the daily responsibilities of the Help Desk team. The Manager also leads the supporting operational teams including the Depot Services and the field labor dispatch teams. Management responsibilities include managing schedules, on-boarding / off- boarding technicians, coaching team members, ensuring customer ticket queues are managed per operating standards, completing daily / weekly / monthly metric reporting, ensuring depot service orders are entered correctly, field technicians are sourced, scheduled, and coordinated, and that all established SLAs are attained. The Manager, Help Desk Services drives all the support delivery and performance / quality issues to resolution and functions as the main contact for any high-level escalations.
Primary Job Duties- Serves as primary contact for all external customer Help Desk Services project escalations.
- Facilitates and participates in monthly and quarterly activity and performance reviews with clients.
- Acts, in conjunction with other service delivery management, as a liaison between clients and Connection team, with regard to Help Desk services.
- Keeps clients and Connection management promptly apprised of any situations, circumstances, problems, trends, or issues regarding the Help Desk functions that reasonably warrant their awareness or involvement of which clients otherwise should reasonably be, or would reasonably expect to be, promptly informed.
- Provides guidance regarding industry “best practices” and/or known trends as they apply to help desk support services and related deliverables.
- Ensures that all relevant documentation is accurate and up to date.
- Defines key goals and expectations for the service desk staff, in conjunction with the Director of PMO.
- Ensures proper solutions and knowledge management best practices are followed, and integrates continual service improvement processes to continually refine and improve service desk performance.
- Understands the ITSM framework and identifies gaps in processes while offering solutions to fill them.
- Provides overall management of the Help Desk team.
- Actively manages, oversees, coordinates, distributes workload, monitors, and reviews the day-to-day performance of Help Desk support resources, in such a manner as to consistently and reliably achieve the service levels.
- Trains, coaches and mentors Help Desk support resources.
- Establishes key metrics and develops / provides effective reporting of SLAs, KPIs, and trends.
- Manages the daily activities of the help desk team and processes / documents escalation paths
- Provides technical mentorship and coaching to the service desk team.
- Leads the process for staff process improvement plans, performance reviews, on-boarding and off-boarding.
- Ensures proper staff levels as it relates to work load and client expectations.
- Ensures timely and accurate recording of hours worked, approves paid time off as appropriate, and approves timecards for biweekly payroll submission.
- Provides overall management of the Technician Dispatch team.
- Actively manages, oversees, coordinates, distributes workload, monitors, and reviews the day-to-day performance of TDT resources, in such a manner as to consistently and reliably achieve the service levels.
- Reviews field labor vendors and platforms to ensure an efficient field labor staffing model is being executed.
- Trains, coaches and mentors TDT support resources.
- Establishes key metrics and develops / provides effective reporting of SLAs, KPIs, and trends.
- Manages the daily activities of the TDT team and process / document escalation paths.
- Provides technical mentorship and coaching.
- Leads the process for staff process improvement plans, performance reviews, on-boarding and off-boarding.
- Ensures proper staff levels as it relates to work load and client expectations.
- Ensures timely and accurate recording of hours worked, approves paid time off as appropriate, and approves timecards for biweekly payroll submission.
- Provides overall management of the Depot Services team.
- Actively manages, oversees, coordinates, distributes workload, monitors, and reviews the day-to-day performance of Depot Services support resources, in such a manner as to consistently and reliably achieve the service levels.
- Trains, coaches and mentors Depot Services support resources.
- Establishes key metrics and develops / provides effective reporting of SLAs, KPIs, and trends.
- Ensures depot order queues are managed appropriately.
- Manages the daily activities of the Depot Services team and process / document escalation paths.
- Provides technical mentorship and coaching to the Depot Services team.
- Leads the process for staff process improvement plans, performance reviews, on-boarding and off-boarding.
- Ensures proper staff levels as it relates to work load and client expectations.
- Ensures timely and accurate recording of hours worked, approves paid time off as appropriate, and approves timecards for biweekly payroll submission.
- Ensures proper maintenance and administration of ticketing platforms and all aspects including forms, workflows, categories, etc.
- Processes and documents escalation paths and provide status updates to client regarding escalated tickets.
- Provides technical support as needed.
- Performs all other duties or special projects as assigned.
- Proven professional level IT work within a fast paced IT Help Desk environment
- Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.
- Experience working with supporting technologies, including, but not limited to, remote assistance, Active Directory, group policy, SCCM, and industry-standard ITSM platforms such as ServiceNow, Remedy, etc.
- Knowledge and experience in call center environments
- Familiarity with field labor procurement platforms
- Mature understanding of IT help desk management with a proven track record of delivering results and introducing key ITIL disciplines
- Knowledge of IT applications, processes software and equipment; troubleshooting complex hardware/software issues
- Comprehensive knowledge of desktop operating systems and applications
- Lead by example and demonstrate the highest level of integrity
- Proven leadership ability to include mentoring, coaching, counseling and team building skills
- Skills in leading people and getting results with a strong customer service orientation
- Understanding of support tools, techniques and how technology is used to provide IT services
- Skills in defining and documenting standard operating procedures and how to use to improve service level agreements
- Strong customer service ethic
- Ability to explain/relay IT and complex issues to various levels of end-users
- Ability to prioritize activities and multi-task in a high-stress environment
- Solid analytic and organizational skills
- Good listening skills with ability to receive information completely and understand what is being said
- Adaptable with ability to switch tasks based on shifting priorities
- Excellent verbal communication skills with ability to present professional demonstrations
- Creative with ability to develop original solutions to problems
- Decisive with ability to make a prompt determination and substantiate decision if challenged
- Interpersonal skills with ability to work well with all levels of the organization
- Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines
- Quick study with ability to master a situation or learn new things with minimum direction or training
- Supportive mentor with ability to guide and develop team members
- A , Net , HDI - preferred, not required
- Successful performance in this role requires exceptional customer service skills, deep understanding of help desk support processes and operational experience managing a customer[1]facing help desk in a highly dynamic organization
- 4 Days Ago
Help Desk Manager
- BEAT
-
Rock Island, IL
FULL_TIME
- Job Title: Help Desk ManagerLocations: Multiple Locations (Rock Island IL ; Fort Huachuca, AZ ; Fort Detrick, MD ; Fort Stewart, GA ; Carlisle Barracks, PA ; Fort Dix, NJ; Ft Rucker, AL; Ft. Eisenhowe...
- 8 Days Ago
Help Desk Manager with Security Clearance
- ClearanceJobs
-
Rock Island, IL
FULL_TIME
- Job Title:Help Desk Manager Locations:Multiple Locations (Rock Island IL ; Fort Huachuca, AZ ; Fort Detrick, MD ; Fort Stewart, GA ; Carlisle Barracks, PA ; Fort Dix, NJ; Ft Rucker, AL; Ft. Eisenhower...
- 11 Days Ago
Help desk
- Modern Woodmen of America
-
Rock Island, IL
FULL_TIME
- What’s your superpower? If it’s resolving software and hardware issues, Modern Woodmen of America is interested in you joining our team of Help Desk Representatives. Our team helps resolve advanced te...
- 5 Days Ago
Help Desk
- Robert Half
-
Brook, IL
CONTRACTOR
- DescriptionOur client based in Oakbrook is looking for a skilled Help Desk professional to join their team on a contract opportunity. Their objective is to deliver seamless computing experiences to ou...
- 9 Days Ago
Help desk
- Sentinel Offender Services
-
Downers Grove, IL
FULL_TIME
- Responsibilities Sentinel is looking for an Overnight Helpdesk Agent to join our growing team. As a Helpdesk Agent, you will be responsible for supporting end users on the phone and resolving their is...
- 9 Days Ago
Help Desk Manager jobs at Popular Companies
Help Desk Manager
- City of Peoria
-
Baltimore, MD
- Job Description Help Desk Manager - Washington, D.C ASRC Federal Cyber, LLC is a technical, professional services compan...
- 6/11/2024 12:00:00 AM
Help Desk Manager
- Roosevelt University
-
Chicago, IL
- A Help Desk Manager at Roosevelt University leads the IT Help Desk in reducing and resolving technical issues submitted ...
- 6/11/2024 12:00:00 AM
Help Desk Manager
- LTIMindtree
-
Battle Creek, MI
- About Us: LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across in...
- 6/10/2024 12:00:00 AM
Help Desk Manager
- JSM CONSULTING INC
-
Albany, NY
- Job Description Job Description 80 months of experience supporting Apple (iOS) mobile devices 75 months of experience wi...
- 6/8/2024 12:00:00 AM
Help Desk Manager
- VC5 Consulting
-
Chicago, IL
- Positon: Help Desk Manager Position Overview: We are seeking a Help Desk/Service Desk Manager to lead a team of 4 Servic...
- 6/7/2024 12:00:00 AM
IT Help Desk Manager
- PDC Technologies
-
Fort Lauderdale, FL
- Job Description Job Description The IT Helpdesk Manager is responsible for providing leadership for the IT helpdesk staf...
- 6/7/2024 12:00:00 AM
Help Desk Manager
- 7N
-
Newtown Square, PA
- MUST HAVE experience building out a centralized Service Desk to support users across the company. Continue to provide su...
- 6/7/2024 12:00:00 AM
Help Desk Manager
- EverStaff
-
Pittsburgh, PA
- Job Description Everstaff is seeking a Help Desk Manager, to join a prominent client we have in Pittsburgh. In this role...
- 6/7/2024 12:00:00 AM
About Illinois
Illinois (/ˌɪlɪˈnɔɪ/ (listen) IL-ih-NOY) is a state in the Midwestern and Great Lakes region of the United States. It has the fifth largest gross domestic product (GDP),
the sixth largest population, and the 25th largest land area of all U.S. states. Illinois is often noted as a microcosm of the entire United States. With Chicago in northeastern Illinois, small industrial cities and immense agricultural productivity in the north and center of the state, and natural resources such as coal, timber, and petroleum in the south, Illinois has a diverse economic base, and is a major transportation hu...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$109,006 to $143,806
Most Popular Cities in Illinois for Help Desk Manager Jobs
What does a Help Desk Manager do?
Help Desk Manager in La Crosse, WI
We are looking for a very proactive and customer-service oriented manager that has strong project management skills and can bring structure and consistency.
January 17, 2020
Help Desk Manager in Youngstown, OH
We are seeking a Senior Help Desk Manager to join our proposal supporting Department of State Information Technology Enterprise Operations Support contract.
January 18, 2020
Help Desk Manager in Bremerton, WA
CA Service Manager offers integration with the following business systems and applications.
December 06, 2019