Help desk manager job description

The objective of this task order is to provide state of the art call center support across multiple technical and non-technical disciplines either at a government location or through alternative work arrangements. Expected to use its industry knowledge and technical capabilities of various modes of multi-channel communication mediums to triage, process, and improve the stakeholder's experience.
Responsibilities
The Help Desk Manager responsibilities include, but not limited to:
• Consults with and advises the Government concerning requirements, risks, issues, project plans, schedules and required program resources.
• Responsible for formulating and enforcing work standards, assigning Contractor schedules, reviewing work discrepancies, supervising Contractor personnel, and communicating policies, purposes, and goals of the organization to subordinates.
• Assist with internal and external communication, improving transparency, and radiating information.
• Assist with prioritization and resolution of conflicts, as requested.
• Participate proactively in developing and maintaining team standards, tools, and best practices.
• Working with the Federal Leads, identify and remove impediments, prevents distractions. Facilitate discussion and conflict resolution."
Qualifications
Bachelor's Degree Ability to obtain an Public Trust equivalent to ICE Entry on Duty (EOD) clearance Project Management Professional (PMP) certification HDI Certifications are required 30 days after TO award "Minimum of ten (10) years of experience in project and/or operation management within a multi-tier/level Call Center of like complexity Acceptable specialized management experience shall also include: Conducting Call Center studies and analyzing the findings to make recommendations for a functional operation and/or program Experience with:
o Qualitative methods and quantitative analytical techniques
o Organizational and work processes relationship
o Administrative support activities related to performing a wide variety of analytical studies and projects
o Project and management improvement, productivity improvement and management controls
o Long-range planning including developing guidance on techniques for management and methods improvement, analyzing and advising on proposed reorganizations or realignment of functions, and developing manuals and directives covering varying aspects of operations
o Planning and executing strategies to enhance productivity and efficiency throughout a call center
o Conducting complex response center statistical analysis, identifying trends, and implementing required improvements, which translate into measurable operational improvements Ability to provide clear leadership, technical direction, and guidance to all levels of SEVP personnel Ability to demonstrate knowledge and understanding of Call Center operations including call routing and management technologies ACD, IVR Web, Chat, Email, Social Media, SMS/Text, Mobile, Fax, Phone and Mail), workforce management systems, knowledgebase systems, quality assurance applications, and business intelligence software "
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Ross & Baruzzini is an international technology, consulting, and engineering firm. We consistently achieve ‘Best Place to Work' recognitions, place on the Zweig Group ‘Hot Firms” list, and rank in industry publications as one of the nation's largest and fastest-growing architecture engineering firms. We succeed with a client- first, relationship-based approach and we excel in solving our customers' unique challenges. Through the commitment, integrity, and excellence of our employees, we believe all business is personal and that's the way we like it.
Job Title: Manager - Helpdesk
Reports to: Director of Information Technologies
Location: St. Louis, MO


JOB SUMMARY:
Ross & Baruzzini is seeking an experienced help desk manager to oversee our desktop support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues.
To be successful as a help desk manager you should have excellent interpersonal and conflict management skills. Ultimately, a top-notch help desk manager should be able to ensure that our clients receive professional and efficient technical support.
Responsibilities

• Managing and supporting a team of help desk technicians.
• Mentoring your team, providing training, and conducting performance evaluations.
• Monitoring team performance and developing feedback reports for management.
• Communicating with clients and providing in-person and phone support, if required.
• Troubleshooting and resolving technical issues.
• Managing escalations and ensuring any issues are resolved in a timely manner.
• Making recommendations to improve operational efficiency.
• Ensure that established SLAs are met.
Qualifications

• Associate degree or comparable experience in computer science, information technology, or a related field.
• At least two years of experience as a Help Desk Manager or in a technical support role.
• Strong technical background.
• Excellent analytical and troubleshooting skills.
• Ability to work under pressure.
• Excellent leadership and people management skills.
• Strong customer service skills.
Equal Opportunity Employer This description reflects the core activities of the position but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the position holder to recognize this and adopt a flexible approach to work.

R&B is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Looking to feed your desire to give to your community and support those who need a helping hand? Look no further! Not only is Burrell growing the amount of its resources, services, and facilities to assist as many communities as possible, it also provides plenty of opportunity for growth in your current field and the freedom to explore others. Our culture and our environment are unlike any other. We offer highly-competitive pay and a full range of top-notch full-time employee benefits such as:
Medical Dental Vision Life Insurance Paid Time Off Short Term Disability Long Term Disability Retirement Plan Tuition Reimbursement Student Loan Reimbursement Employee Assistance Program



Job Description:


"We are truly in the business of saving lives"



-Dr. C.J. Davis; President and CEO



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IT Helpdesk Manager


Springfield, Missouri


What you'll get to do:


Mentor, coach, and supervise all help desk staff. Manage helpdesk software Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices. Research, plan, and implement IT related duties.



Qualifications:


Bachelor's degree Preferred or equivalent experience. Must have 3-5 years of experience in Management. Vast working technical knowledge of basic networking and Microsoft operation systems.



What we offer:


Great pay, excellent employee benefits, a Monday through Friday 8am-5pm schedule, and an organizational culture like no other. Burrell's dedication to promoting diversity, multiculturalism, and inclusion is clearly reflected in all of our content and across all of our agency. Diversity is more than a commitment at Burrell-it is the foundation of what we do. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, national origin and all the other fascinating characteristics that make us different.

We are an Equal Opportunity and Affirmative Action Employer, and encourage applications from all qualified individuals without regard to race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, age, marital status, disability or veteran status, or to other non-work related factors.

Burrell is a Smoke and Tobacco Free Workplace.