Support Desk Manager
Position Senior Field Support Agent Description GENERAL POSITION SUMMARY The Support Desk Manager is responsible for leadership of a team dedicated to the support and service of hardware at all business units in compliance with the Company Service Level Agreement.
ESSENTIAL FUNCTIONS / MAJOR ASSIGNMENTS 1.
Provides direct supervision of personnel including interviewing, selection, scheduling, coaching, training, performance measurement, compensation, discipline and recommendations for separation to ensure customers are served timely and within established guidelines.
2.
Regular and ongoing communication with team to ensure a healthy work environment and productive outcomes.
3.
Monitor compliance of Help Desk team and duties in accordance with established guidelines including response times, availability, preventative maintenance, etc.
as outlined in the Company Service Level Agreement.
4.
Develop and implement policies to improve the productivity of team members and the efficient use of resources.
5.
Cultivate and maintain respected relationships with management teams to collaborate and provide updates and share ideas for future improvements.
6.
Regular rotation of on-call response team providing trouble shooting and/or onsite support.
7.
100% attendance 8.
Model and promote all shared company values including compassion, communication and collaboration.
9.
Any and all other duties assigned.
RESPONSIBILITY, SKILL, EFFORT, KNOWLEDGE, WORKING CONDITIONS - 1.
Skills a.
Highly organized professional with strong leadership and management skills.
b.
Critical thinking c.
Ability to work independently as well as inspire a positive team environment.
d.
Strong time management skills e.
Excellent communication skills, able to articulate a complex thought or process into terms understandable to those with little to no computer knowledge.
f.
Ability to read/write/speak English g.
Bilingual in Spanish desirable.
h.
Positive attitude i.
Team-oriented, adaptable, dependable and strong work ethic.
2.
Effort a.
Prolonged sitting, little to no lifting, extensive keyboarding b.
Must be able to read/write/speak English 3.
Knowledge a.
State issued driver license with a clean driving record.
b.
Minimum Associates degree in Information Technology or a comparable experience.
c.
Minimum 5 years' experience in Support Services d.
Minimum 3 years of supervisory experience with direct authority over a service team.
e.
Excellent knowledge of Microsoft Product Suites, Microsoft Windows OS, Microsoft Networking (printer management, file share management, etc.
) 4.
Working Conditions a.
Indoor office with prolonged periods of sitting at a desk using a computer.
b.
Some travel to business units Location CORPORATE - EUGENE Full-Time/Part-Time Full-Time Position RequirementsPay RangeEOE Statement We are an equal employment opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
This position is currently accepting applications.
Recommended Skills Adaptability Communication Coordinating Critical Thinking Hardworking And Dedicated Help Desk Estimated Salary: $20 to $28 per hour based on qualifications.
ESSENTIAL FUNCTIONS / MAJOR ASSIGNMENTS 1.
Provides direct supervision of personnel including interviewing, selection, scheduling, coaching, training, performance measurement, compensation, discipline and recommendations for separation to ensure customers are served timely and within established guidelines.
2.
Regular and ongoing communication with team to ensure a healthy work environment and productive outcomes.
3.
Monitor compliance of Help Desk team and duties in accordance with established guidelines including response times, availability, preventative maintenance, etc.
as outlined in the Company Service Level Agreement.
4.
Develop and implement policies to improve the productivity of team members and the efficient use of resources.
5.
Cultivate and maintain respected relationships with management teams to collaborate and provide updates and share ideas for future improvements.
6.
Regular rotation of on-call response team providing trouble shooting and/or onsite support.
7.
100% attendance 8.
Model and promote all shared company values including compassion, communication and collaboration.
9.
Any and all other duties assigned.
RESPONSIBILITY, SKILL, EFFORT, KNOWLEDGE, WORKING CONDITIONS - 1.
Skills a.
Highly organized professional with strong leadership and management skills.
b.
Critical thinking c.
Ability to work independently as well as inspire a positive team environment.
d.
Strong time management skills e.
Excellent communication skills, able to articulate a complex thought or process into terms understandable to those with little to no computer knowledge.
f.
Ability to read/write/speak English g.
Bilingual in Spanish desirable.
h.
Positive attitude i.
Team-oriented, adaptable, dependable and strong work ethic.
2.
Effort a.
Prolonged sitting, little to no lifting, extensive keyboarding b.
Must be able to read/write/speak English 3.
Knowledge a.
State issued driver license with a clean driving record.
b.
Minimum Associates degree in Information Technology or a comparable experience.
c.
Minimum 5 years' experience in Support Services d.
Minimum 3 years of supervisory experience with direct authority over a service team.
e.
Excellent knowledge of Microsoft Product Suites, Microsoft Windows OS, Microsoft Networking (printer management, file share management, etc.
) 4.
Working Conditions a.
Indoor office with prolonged periods of sitting at a desk using a computer.
b.
Some travel to business units Location CORPORATE - EUGENE Full-Time/Part-Time Full-Time Position RequirementsPay RangeEOE Statement We are an equal employment opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
This position is currently accepting applications.
Recommended Skills Adaptability Communication Coordinating Critical Thinking Hardworking And Dedicated Help Desk Estimated Salary: $20 to $28 per hour based on qualifications.
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