Help Desk Senior Manager

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Help Desk Senior Manager manages all aspects and operations of an organization's technical help desk. Provides mentoring and leadership to the team. Being a Help Desk Senior Manager assists in the development of processes and procedures to achieve service level requirements and performance goals, and produce high-quality service to internal customers. Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems. Additionally, Help Desk Senior Manager reviews key metrics to analyze the help desk performance, identify problem areas, and make recommendations for improvement. Engages in resource planning and decision-making. May require a bachelor's degree. Typically reports to a director. The Help Desk Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Help Desk Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments.