Manager - Help Desk

On-Site Irvine, CA

Job Summary :

The Help Desk Manager s responsible for overseeing a team of help desk representatives, ensuring efficient support for information systems products and services. This role involves managing service desk requests, assigning tickets, maintaining documentation, and contributing to equipment-related activities. Additionally, the Manager is responsible for performance management and scheduling.

Primary Duties & Responsibilities :

• Supervision : Oversee the work of a team of help desk specialists providing support for information systems products and services, including personal computers, peripherals, software applications, and organizational networking or access issues.
• Ticket Management : Log and track requests for help desk assistance, assigning tickets to representatives based on their availability and expertise. Administer ServiceNow and leverage investments in technology
• Documentation : Develop and maintain installation and maintenance documentation to ensure efficient problem-solving and knowledge sharing within the team.
• Equipment Support : Assist with purchasing, testing, or installing equipment as needed to support organizational operations.
• Performance Management : Conduct performance management duties, including performance warnings, reviews, Performance Improvement Plans (PIPs), and other relevant actions to support team development and performance.
• Scheduling : Staff and schedule team members to ensure adequate coverage and efficient support for end-users.

Qualifications :