Help Desk Manager - New York
1 month ago
Job summary
This position provides day-to-day operational support for end users, including hardware, account permissions, networking, and troubleshooting. It also delivers front-line technical support and equipment provisioning for hardware, software, and related services.This role involves managing a team of 5 providing Tier 1 & 2 tech support across the U.S., overseeing team development performance goals and management appraisals onboarding mentoring daily operations workflow using support desk software defining publishing support standards operating hours handoffs collaborating with VP strategic vision goals roadmap serving as escalation point Level issues implementing proactive service measures to reduce status calls developing improving service desk practices aligned ITIL KPIs coordinating Application Support documentation training change management generating analyzing help desk performance reports ticket trends KPIs recognition identify recurring issues propose solutions managing IT assets deployment recovery inventory lifecycle providing technical troubleshooting A/V meetings contributing Technology Operations Leadership Team initiatives.
Job description
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