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SHIVE-HATTERY
Langworthy, IA | Full Time
$81k-106k (estimate)
2 Months Ago
Help Desk Manager
SHIVE-HATTERY Langworthy, IA
$81k-106k (estimate)
Full Time | Business Services 2 Months Ago
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SHIVE-HATTERY is Hiring a Help Desk Manager Near Langworthy, IA

he Help Desk Manager is responsible for managing the day-to-day operations of the Help Desk Group, including the management of our Tier 1 and Tier 2 support staff. The Help Desk Manager represents the team to our staff and stakeholders and ensures that the help desk is developing and improving.

The help desk serves as the primary point of contact for all issues related to IT. In this role, the help desk is responsible for managing staff requests and expectations, developing processes and standards for our staff to follow, and to provide problem resolutions for all computer and software related issues that may arise.

A healthy help desk team understands the goals of the company and aligns its processes and initiatives to help the company achieve those goals. The help desk team commits itself to quality, identifies opportunities to improve its efficiency and performance, adapts to new systems, improves on current systems, and responds positively to feedback and to employee satisfaction metrics.

Duties:

  • Manages the help desk system, ticket triage and ticket loads
  • Supervises and manages the help desk team members
  • Monitors the help desk queue and escalates and supports as needed
  • Contributes to improving customer support by actively responding to escalated tickets
  • Provides training and coaching to help desk technicians and manages and oversees their individual objectives
  • Oversees and manages relevant software licensing, ordering, and the shipment of software and hardware
  • Establish best practices throughout the entire technical support process
  • Develops and maintains weekly and monthly reports on the help desk team’s productivity
  • Promotes the help desk with senior management and works to ensure that it is properly viewed as a core business asset
  • Directs and maintains the IT knowledge base, ensuring technical documents are relevant and up to date
  • Assists the IT Manager with tasks, projects, and various administrative duties

Requirements:

  • Experience leading and managing a successful team
  • Minimum 3 years’ experience managing an IT Help Desk or similar role
  • ITIL Certification is preferred

Why Shive-Hattery?
**
**Shive-Hattery strives to provide outstanding client service and provide rewarding careers to our employees. Our learning and teaching culture is based on collaboration; you must be willing to mentor and teach other employees while continuing to develop your skills to grow professionally at Shive-Hattery.

Shive-Hattery offers outstanding benefits, a sound compensation package.

Shive-Hattery is an equal opportunity employer. Women and minorities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, status as a qualified individual with a disability, or status as a protected veteran.

Future Consideration: Yes

Job Type: Full-time

Job Summary

JOB TYPE

Full Time

INDUSTRY

Business Services

SALARY

$81k-106k (estimate)

POST DATE

01/18/2023

EXPIRATION DATE

02/15/2023

WEBSITE

shive-hattery.com

HEADQUARTERS

CEDAR RAPIDS, IA

SIZE

200 - 500

FOUNDED

1895

CEO

JIM LEE

REVENUE

$10M - $50M

INDUSTRY

Business Services

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