Job Information
Robert Half Help Desk Manager in Tampa, Florida
Description
Robert Half Technology has a new opening for a Help Desk Manager with a local client here in Tampa, FL.
Position is full-time and will be leading a team of 15-20 Help Desk Technicians. Compensation is flexible $60-80K depending on experience.
Interviews are actively being scheduled - Apply NOW!
Summary:
Oversee a team of IT Help Desk Technicians that provide Tier 1 technical support via phone, email, and in-person. Ask appropriate questions and use knowledge and resources to diagnose and resolve issues. Escalate issues that extend beyond span of control in a timely manner. Work in IT Service Management ticketing system to timely respond and appropriately document issue resolution.
Responsibilities and Duties:
Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.
Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
Manage the processing of incoming calls to the Help Desk via both telephone and email to ensure courteous, timely, and effective resolution of end user issues.
Design and enforce request handling and escalation policies and procedures.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Track and analyze trends in Help Desk requests and generate operational reports.
Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
Oversee the development, implementation, and administration of help desk staff training procedures and policies.
Document customer interactions and resolution.
Escalate issues to the next Tier with next level of difficulty.
Provide feedback on processes and make recommendations on areas to improve.
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
Requirements
Qualifications and Skills:
Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
Solid relationship management and performance management skills
Ability to motivate and direct staff members and subordinates
Strong understanding of the organization's goals and objectives
Exceptional interpersonal skills, with a focus on listening and questioning skills written and oral communication skills
Available to work periodic overtime
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
An openness to learning new technologies
Works well under pressure
Must be eligible for full-time hours on W2 - local to Tampa, FL with ability to work full-time in-office
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