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Help Desk Manager at DATCU in Corinth, Texas

Posted in Information Technology 30+ days ago.

Type: Full-Time

Job Description:

Responsible for the oversight and triage of the help desk specialists’ operations. Serve as Direct Supervisor to the team of help desk specialists, including hiring, training, coaching, scheduling, and performance management.  Manage the day-to-day operations of the IT helpdesk, including assignment of tickets, monitoring ticket progress, and ensuring that all tickets are resolved within established SLAs.  Implement and maintain the IT Service Management and IT Infrastructure Library practices to the Help Desk team.  Perform tier 2 and 3 escalation support / incident response and act as the point of contact for all inquiries from other departments.  Performs miscellaneous clerical duties as required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Education/Certification: Bachelor’s Degree in Computer Science, Network Engineering or related field required or equivalent experience considered. Microsoft, Network, and\or CompTia certifications a plus. Additional computer related coursework preferred.

Required Knowledge: Familiar with ITIL. Understanding of Active Directory, Exchange, and Office Products. Knowledge and experience of infrastructure monitoring solutions. Knowledge of industry operating systems (Mac OS, linux, windows).

Experience Required: 5+ years of experience with network/systems administration. 3+ years of IT management or help desk management required. Experience in regulated environments (SOX, PCI, etc) a plus. Abilities generally acquired on the job. Includes formal and on-the-job training.

Skills/Abilities: Excellent communication skills both written and verbal, with the ability to explain technical concepts to non-technical stakeholders. Strong analytical and problem-solving skills with the ability to think creatively to develop solutions to complex technical issues. Excellent time management skills with proven ability to meet deadlines. Ability to lead processes and people. Excellent service skills. Attentive to detail. Willing to learn and apply new knowledge. Ability to operate all related computer applications. Professional appearance, dress, and attitude.

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