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Job Field: Office Jobs
Location: SOUTH JORDAN, UT
Job Type: Full Time

JOB SUMMARY:

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Help Desk Manager is needed for a South Jordan employer to provide daily oversight of the global IT Helpdesk support organization. This role requires the proper day-to-day management of incidents, issues and team projects to ensure high levels of team performance and overall customer satisfaction. Primary Responsibilities: * Provide daily oversight to HelpDesk Support Team to ensure appropriate support levels and customer satisfaction are maintained. * Manages and coordinates urgent and complicated support issues and act as escalation point for all requests and incidents. * Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers. * Train, coach and mentor HelpDesk Support Technicians including career development. * Provide data and reporting of KPI?s and trends to IT department and the business as needed. * Develop Service and Business Level Agreements to set expectations and measure performance. * Develop an effective and workable framework for managing and improving customer IT support in the organization. * Manage process for communicating outage/emergency activities to the organization. * Manage vendor relationships as it relates to operational needs. * Provide PO review and approval/budgeting responsibility as it relates to HelpDesk support. * Review survey feedback to improve services, tools and support experience. * Provide oversight and management of team projects to ensure timely project delivery * Develop and communicate information and training materials to customer base as needed. * Oversee development and maintenance of standard OS desktop images to ensure enterprise wide desktop standardization. * Assess Team for training needs * Research, evaluate and recommend new hardware, software and other technologies as needed. General Qualifications: * 5-7 years Help Desk Management Experience, Strong Microsoft networking to include Active Directory, Security, Expert ITIL 3.0 skills. * 4 year college degree/equivalent. * Expert knowledge of Microsoft Windows desktop operating systems (Windows XP, Vista, Windows 7). * Strong Microsoft Office 2010 knowledge. * Strong Microsoft networking to include Active Directory, Security. * Very strong technical knowledge of various types of desktop hardware platforms (Dell, HP, Lenovo). * Thorough technical writing and strong verbal communication skills. * Excellent customer service skills. * Excellent problem-solving and analytical skills. * Expert knowledge of ITIL 3.0/Certification a plus.

KEY REQUIREMENTS:

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Bachelors