The Manager, Help Desk’s role is to oversee all Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents. This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Manager, Help Desk will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
The Manager, Help Desk shall be responsible for, but not limited to, the following: