Help Desk Manager Jobs in North Carolina
A Help Desk Manager in the technology industry is primarily responsible for overseeing all operations and activities of the IT help desk. Their job roles include managing the help desk team, ensuring that clients and end-users receive appropriate assistance, tracking and monitoring service requests to ensure timely resolution, and maintaining service level agreements. They are also responsible for implementing innovative strategies to improve help desk performance, designing and delivering end-user training, and liaising with vendors, suppliers, and other IT personnel to resolve issues related to hardware and software systems.
Important skills for a Help Desk Manager include excellent technical knowledge, strong problem-solving skills, effective team leadership, and exceptional customer service orientation. They must also possess great communication and interpersonal skills to interact with diverse end-users and team members. Certifications like ITIL (Information Technology Infrastructure Library), CompTIA A+, HDI-SCA (HDI Support Center Analyst), and Microsoft Certified Professional (MCP) are advantageous for this role. Prior to becoming a Help Desk Manager, a person may have job roles such as Help Desk Analyst, IT Support Specialist, or IT Service Desk Technician.
Essential Job Functions: • Lead and supervise support personnel, ensuring timely and accurate responses • Supervise IT support staff, including the Campus Technology & AI Support Specialist • Monitor...
This role includes Level 1 support teams....
service management processes....
current, emergent, and potential IT Service requirements - Audit and monitor service management intake, incident resolution, request resolution, and backlog ticket management in ServiceNow - Perform...
Routine Support Provide Service Desk support to meet and exceed established Service Level Agreements (SLAs) and follow ITIL processes Anticipate escalations and take over calls when needed Utilize customer...
Proven track record of managing support operations and achieving service delivery goals. Familiarity with IT ticketing systems and service management processes....
Knowledge of relevant industry standards and best practices for service management. Comprehensive understanding of the organization’s business operations....
Demographic Data for North Carolina
Moving to North Carolina? Find some basic demographic data about North Carolina below.
Help Desk Manager Online Courses and Training Opportunities
Title Synonyms
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Salary for Help Desk Manager Jobs in North Carolina
Required or preferred licenses and certifications for Help Desk Manager positions.
Highest Education Level
Help Desk Managers in North Carolina offer the following education backgroundQualifications / Skill Sets
The following top skills are often required or desired to land a Help Desk Manager position
- Help Desk Management
- Computer Science
- Systems Center Configuration Manager
- Hardware Support
- Client Support
- Technical Troubleshooting
- Operating Systems
- IT Operations
- VPN
- IT Leadership
- Problem Management
- BMC Remedy
- IT Service Management
- Remote Support
- Windows OS
- Application Support
- Service Delivery
- Infrastructure Management
- Service Now PaaS
- Knowledge Management
- Zendesk
- Mobile Device Management
- Incident Management
- Help Desk Support
- IT Support
- ServiceNow
- ITIL
- Mac Skills
- Installation
- Resolution
- Information Technology
- Microsoft Office 365
- Continuous Improvement
- Microsoft Active Directory
- Engineering
- Technical Support
- Customer Satisfaction
- Affirmative Action
- Microsoft Windows
- Implementation
- Troubleshooting
- Prioritizing
- Mentoring
- Documentation
- Employee Development
- Interpersonal Skills
- Collaboration
- Reporting
- Policy Development
- Coaching
- Inventory Management
- Bachelor's Degree
- Microsoft Office
- Problem Solving
- Staff Supervision
- Organization
- Customer Service
- Scheduling
- Leadership
- Communication Skills
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