Help Desk Director

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Help Desk Director directs and oversees all aspects of an organization's technical help desk. Provides mentoring and leadership to the team. Being a Help Desk Director develops and optimizes processes to achieve service level requirements and performance goals. Establishes policies and procedures that produce high-quality service to internal customers. Additionally, Help Desk Director identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems. Reviews key metrics to analyze the help desk performance and identify problem areas. Manages resource planning and decision-making. Aligns help desk activities and initiatives to support and enhance the objectives of the organization. May require a bachelor's degree. Typically reports to senior/top management. The Help Desk Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. To be a Help Desk Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function.