Summary:
As the Help Desk Manager you will be responsible for leading the support team on a wide range of technologies including desktop hardware, software applications, and networking devices.
Job Responsibilities:
- Provide management support to L1 team to ensure courteous, timely and effective resolution of end user issues
- Ongoing development, training, coaching and annual performance reviews of Support team
- Serve as a subject matter expert, escalation point and advocate
- Assist with or create new policy/procedure as required to adjust to business needs or changes
- Oversite of store IT hardware installation and break/fix activities including inventory management, logistics and project coordination
Requirements:
- Bachelor’s Degree or equivalent experience
- Prior Leadership or management experience
- 5+ years of experience working with Microsoft Office Suite products , HP Server, Laptop/Desktop hardware, ServiceNOW, Active Directory, Windows Server 2012, RMM tools, wireless networks
- ITIL, HDI or similar certifications preferred