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Sr. Help Desk Manager

Robert Half Technology • Washington, DC

Posted 1 month ago

Job Snapshot

Contractor
$42.79 - $51.44/Hour
Computer Hardware, Computer Software
Engineering, Information Technology, Design

Job Description

Ref ID: 04510-9501892264

Classification: Help Desk/Tech Support Mgr

Compensation: $42.79 to $51.44 per hour

The Sr. Help Desk Manager is skilled in IT management, customer service, problem solving, and process improvement. This Help Desk Manager must be enthusiastic, organized, a motivating team leader, and possesses exceptional customer service skills. The Sr. Help Desk Manager must thrive in an environment that is fast paced, dynamic and focused on providing technical and informational support for the organization. This position manages a technical team that supports different software and hardware platforms (PC/Mac/Chromebook, laptop, mobile, etc.) across different lines of business within the organization. Ultimately, the Sr. Help Desk Manager should be able to ensure high quality and consistent technical support to help increase productivity and customer satisfaction while motivating and cultivating the Help Desk team. ***For immediate consideration, please send resumes to tyler.wade@rht.com!***

Job Requirements

? Service and support PC hardware, software, and peripherals (phones, printers, etc.) in a multi-vendor (PC/Mac/Chrome) environment. Research and recommend changes, upgrades, and advancements in technologies that support the business goals. Develop, implement, manage, maintain, and improve IT knowledge base in ticketing system. Directs and assists staff in recognizing, identifying, isolating, and resolving standard and complex problems with information systems products and services. ? Responsible for establishing and re-branding the Help/Service Desk. Responsible for supervising, motivating, developing and directing a team of service desk staff. Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all contractual SLAs. Directs and assists staff in recognizing, identifying, isolating, and resolving standard and complex problems with information systems products and services. Ensure all support requests are well documented in the IT ticketing system, from the creation of the ticket to the successful resolution. ? Measure, monitor, and analyze Help Desk Key Performance Indicators (KPI?s) and metrics to provide recommendations for process and procedural improvements. Provide monthly, quarterly, and annual Helpdesk reports to senior management. ? Create and manage escalation procedures and ensure service levels are maintained. Create processes and procedures for supporting cloud-based applications and platforms such as Office 365, Okta, Box, 8x8, etc. ? Provides end-user communication for service outages, system upgrades, service improvements, service implementation, and service retirements. ***For immediate consideration, please send resumes to tyler.wade@rht.com!***

Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.
Job ID: 04510-9501892264
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