HELP DESK MANAGER

Description

Position: IT Help Desk Manager

Department: Information Technology

FLSA: Exempt

The following Job Description is intended to describe the general nature and level of work being performed. It is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified. Job Descriptions are subject to change based on the exclusive needs of Fisher Auto Parts, Incorporated. This Job Description is not a contract of employment; does not provide any contract rights to any employee and does not guarantee employment for any period of time. Fisher Auto Parts, Incorporated is an "at will" employer.
Summary

Serve as the overall lead, manager and administrator for the IT Help Desk. Serve as the primary interface and point of contact to leadership on customer service issues. Manage Help Desk staff and provide technical, operational and training support. Create metrics, processes and procedures to measure program performance and customer satisfaction.
Supervision

The employee in this position reports to the IT Director and manages all Tier I and Tier II IT support personnel.

Requirements

• Responsibilities
  
  • Manage all aspects of the IT Help Desk and maintain a high level of customer satisfaction while supporting a wide range of hardware and software products and services
  • Administer the IT Help Desk ticketing system to ensure proper service levels are maintained
  • Schedule IT Help Desk staff to ensure adequate levels of support are available to meet established SLA's
  • Provide reporting as needed, detailing ticket response times and customer satisfaction levels
  • Maintain a high level of communication with product stakeholders regarding any service disruptions or any notable issues negatively affecting customer satisfaction levels
  • Review, analyze and make recommendations on required staffing for a broad range of IT related products and services
  • Ensure IT Help Desk staff is properly trained and knowledgeable in their respective areas of responsibility
  • Provide adequate documentation for technical procedures used for troubleshooting and problem resolution
  Knowledge, Skills & Abilities
  
  • Excellent communication and people skills
  • Strong organizational skills
  • Attention to detail
  • Analytical mind and problem-solving aptitude
  • 5+ years experience in a help desk environment supporting a large organization
  • Working knowledge of the following products and methodologies: e-commerce environments, Windows Server and Desktop platforms, IBM iSeries systems, network interconnectivity
  • Ability to learn and support internally developed software products
  • Strong writing and documentation skills
  • Conceptual understanding of the IT Service Management (ITSM) methodologies
  Conditions of Employment
  
  • High school diploma or GED equivalent
  • Bachelor's degree in computer science or a related area preferred
  • ITIL Certification preferred, not required
  • Successfully pass a pre-employment drug test
  Work Schedule
  
  Must adhere to a flexible schedule that would allow you to work an assortment of days, evenings and/or weekends as needed to provide support services for essential IT products and services.
  Physical Demands and Working Environment
  
  The physical demands described herein are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the IT Help Desk Manager is frequently required to sit or stand for long periods of time; use keyboard and mouse; talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.