Help Desk Manager Job in Dallas 75201, Texas US
The Help Desk Manager's role is to oversee the Help Desk staff and ensure that our employees receive appropriate IT support. This includes managing all procedures related to the identification, prioritization and resolution of end-user requests, as well as monitoring, tracking, and coordinating all Help Desk functions. The Help Desk Manager will also contribute to incident resolution by giving in-person, hands on support to end-users at the desktop level.
- Create and maintain service level agreements in consultation with end-users to establish problem resolution expectations and time frames.
- Analyze performance of Help Desk activities, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Plan and conduct performance appraisals of Help Desk staff
Operational Management
- Manage the processing and prioritization of incidents at the Help Desk, by telephone, email, or our Help Desk self service site to ensure courteous, timely, and effective resolution of end-user issue
- Create and lead problem management
- Improve and enforce request handling and escalation policies and procedures.
- Coordinate, or if necessary assist in performing, hands-on fixes at the desktop level
- Monitor incident resolution to ensure problems have been adequately resolved
- Track and analyze trends in Help Desk requests and generate monthly metrics reports; assess need for any system or process reconfiguration based on trends and make recommendations
- Identify, recommend, develop, and implement end-user training programs to increase employee productivity and self sufficiency
- Oversee development and distribution of help sheets and usage guides to employees.
- Attend trade shows, seminars, and conferences to broaden knowledge of current and future Help Desk issues and technologies
- Oversee the development of Help Desk staff training, procedures, and policies
- Other responsibilities include:
- Manage asset tracking and reporting
- Maintaining the IT service catalog and service level agreements
- Public relations with the user community
- Hosting periodic "brown bags" throughout the company to identify helpdesk improvement opportunities
- Tracking and managing the customer satisfaction of the helpdesk
· Perform miscellaneous duties as assigned.
Required qualifications
· Bachelor's degree or equivalent work experience
· Minimum two years of Help Desk management experience
· Demonstrated experience in the management of a technical support team
· ITIL Foundations certification or higher
· Excellent interpersonal, phone, and customer support skills
· Exceptional knowledge of computer hardware and desktop operating systems, including desktop virtualization, application virtualization, and desktop imaging.
· Exceptional knowledge of desktop applications and security solutions
· Knowledge of LAN/WAN architecture
· Knowledge of desktop security measures
· Excellent written and oral communication skills
· Excellent analytical and problem solving skills
· Strong documentation skills
· Ability to disseminate information in a user-friendly manner to employees
Balfour Beatty Construction is an equal opportunity employer and is committed to promoting a diverse workplace.