Job description

GENERAL POSITION SUMMARY

The Support Desk Manager is responsible for leadership of a team dedicated to the support and service of hardware at all business units in compliance with the Company Service Level Agreement.

ESSENTIAL FUNCTIONS / MAJOR ASSIGNMENTS

1. Provides direct supervision of personnel including interviewing, selection, scheduling, coaching, training, performance measurement, compensation, discipline and recommendations for separation to ensure customers are served timely and within established guidelines.

2. Regular and ongoing communication with team to ensure a healthy work environment and productive outcomes.

3. Monitor compliance of Help Desk team and duties in accordance with established guidelines including response times, availability, preventative maintenance, etc. as outlined in the Company Service Level Agreement.

4. Develop and implement policies to improve the productivity of team members and the efficient use of resources.

5. Cultivate and maintain respected relationships with management teams to collaborate and provide updates and share ideas for future improvements.

6. Regular rotation of on-call response team providing trouble shooting and/or onsite support.

7. 100% attendance

8. Model and promote all shared company values including compassion, communication and collaboration.

9. Any and all other duties assigned.

RESPONSIBILITY, SKILL, EFFORT, KNOWLEDGE, WORKING CONDITIONS ?

1. Skills

a. Highly organized professional with strong leadership and management skills.

b. Critical thinking

c. Ability to work independently as well as inspire a positive team environment.

d. Strong time management skills

e. Excellent communication skills, able to articulate a complex thought or process into terms understandable to those with little to no computer knowledge.

f. Ability to read/write/speak English

g. Bilingual in Spanish desirable.

h. Positive attitude

i. Team-oriented, adaptable, dependable and strong work ethic.

2. Effort

a. Prolonged sitting, little to no lifting, extensive keyboarding

b. Must be able to read/write/speak English

3. Knowledge

a. State issued driver license with a clean driving record.

b. Minimum Associates degree in Information Technology or a comparable experience.

c. Minimum 5 years? experience in Support Services

d. Minimum 3 years of supervisory experience with direct authority over a service team.

e. Excellent knowledge of Microsoft Product Suites, Microsoft Windows OS, Microsoft Networking (printer management, file share management, etc.)

4. Working Conditions

a. Indoor office with prolonged periods of sitting at a desk using a computer.

b. Some travel to business units

offroadmanagementgroup.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, offroadmanagementgroup.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, offroadmanagementgroup.com is the ideal place to find your next job.