Job Directory Help Desk Manager

Help Desk Manager
Chicago, IL

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Job Description

Job Summary

The Help Desk Manager will develop, motivate and lead a team of Help Desk professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization's budget. In this role you will provide support for both computer hardware and software problems. This position has frequent contact with employees, direct reports, peers, and independent vendors.

Primary Responsibilities

* Manage the help desk team and evaluate performance
* Recognize problems, troubleshoot and implement solid system solutions as part of a team that is the single contact point for employees with supported software and hardware issues
* Develop a performance measurement framework and facilitate a feedback system to team members on issues such as customer service, communication, and technical skills in order to enhance the quality of support delivered
* Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
* Create and maintain a training program for the help desk team members for increased customer service and technical knowledge
* Develop and maintain formal procedures for consistency and increased productivity among the help desk team
* Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships with employees
* Market the image of the help desk as a support group that advances the IT vision and strategy
* Perform in a team oriented environment and accomplish goals with minimal supervision

Job Qualifications

* Bachelor's Degree
* Five or more years related technical and managerial experience in a help desk environment
* Experience with ManageEngine ServiceDesk software package a plus
* Experience in a Windows environment including Microsoft Windows XP, Windows 7, Microsoft Office Suite and Exchange
* Must be able to work on-site in the Chicago Office

Additional Benefits We Offer

* Our US headquarters are located in one of Chicago's premier buildings, the NBC Tower. Nestled between Michigan Avenue and Lake Michigan, ComPsych's downtown Chicago location is easily accessible by public transportation and has plenty of parking nearby.
* Recently updated work environment
* Full benefit package with paid holiday and vacation time
* Breakfast on Fridays and snacks/juice daily

About ComPsych

ComPsych® Corporation is the worlds largest provider of employee assistance programs (EAP) and is the pioneer and worldwide leader of fully integrated EAP, behavioral health, wellness, work-life, HR and FMLA administration services under the GuidanceResources® brand. ComPsych provides services to more than 50,000 organizations covering more than 109 million individuals throughout the U.S. and 160 countries. By creating Build-to-Suit programs, ComPsych helps employers attract and retain employees, increase employee productivity and improve overall health and well-being.


ComPsych Corporation maintains a drug free workplace.

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