Overview

An IT Help Desk Manager is responsible for managing the Help Desk.

Roles & Responsibilities

• Partner with business users to review issues and establish priorities

• Manages a team of support personnel who troubleshoot IT issues

• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected

• Determine current and future staffing requirements and hire new staff as required

• Evaluate team skills and assign responsibilities accordingly

• Develop training plans and schedule training for team members

• Define career paths and mentor individual team members on career path options

• Create and review objectives for individual team members and for the overall team

• Create individual performance development plans and regularly review with each team member

• Act as an individual advocate and work to remove roadblocks

• Institute team standards and ensure team follows the standards

• Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user

• Continually evaluate processes and define performance improvements

• Establish trouble reporting and team escalation processes

• Ensure SLAs are met and call-out support is available as required

Knowledge and Skills

Basic Qualifications

• Strong interpersonal communication and writing skills in English

• Excellent teamwork skills and commitment to self-improvement

• Ability to work and communicate with technical teams and users around the world

• Demonstrated success in all aspects of small and large projects

• Track record of good technical judgment involving architecture and project-planning issues

• Experience mentoring technical staff

• Excellent problem-solving and analytical skills

• 6+ years in IT with management or team lead experience

• BS degree in computer science or related field

Preferred Qualifications

• Prior experience managing technical teams

• Technical expertise in supporting technical teams

• Good understanding of ITIL framework

• Experience making hiring decisions and developing performance improvement plans

上班地址：广中西路355号12楼(宝华中心)