Help Desk Manager

The Help Desk Manager oversees a team of helpdesk technicians across multiple sites, supporting employees from all business functions. In addition to acting as an escalation resource, the Help Desk Manager ensures that the Help Desk runs smoothly, and that employees experience minimal disruption. System monitoring, real-time and off-hour troubleshooting, and system maintenance and upgrades are ongoing responsibilities. This position oversees policies and procedures, and training and support of the Help Desk team, and tracking KPIs and related reporting.