HELP DESK MANAGER Job in California, USA, United States

The manager of the HelpDesk will have experience with supported software and hardware, as well as excellent interpersonal, business management and customer service skills. This position requires strong leadership skills and requires a college education and/or related work experience in operations. At least 3 years of managerial experience is required. Professional certifications and/or experience in Support Center management and Information Technology infrastructure.

Duties and Responsibilities:

* Manage daily operations of the helpdesk and support services.
* Manage staff, including hiring, training, scheduling work assignments and conducting personnel evaluations
* Collaborate with senior management to set and execute a strategy consistent with the Companys goals
* Monitor performance metrics and evaluate end user satisfaction levels
* Identify trends and opportunities for improvements with internal processes
* Make recommendations regarding the deployment of technology upgrades and system changes
* Participate with senior management on large projects to effectively execute change management successfully
* Ensure production levels are met and if needed add/delete staff to adequately address support efforts
* Negotiate with external resources, outsourcing, and vendor partnerships
* Write internal and external service level agreements and act as liaison with the other IT departments enhance overall quality of support
* Coach and provide leadership to supervisor(s) and helpdesk agents to create a cohesive customer focused team