Helpdesk manager

Roles & Responsibilities :

Provides supervision to a small or moderately sized team of operational, production, sales, service or administrative personnel.

Administers policies and guidelines that directly affect team work activities.

Establishes deadlines for completing assignments.

Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge.

Leads a larger helpdesk team responsible for maintenance of complex hardware / software systems.

Leads a team who support and maintain more complex computer and network systems.

Establishes budget goals and objectives for assigned area.

Communicates across functions and teams with various levels of leadership throughout the organization.

Assists in defining standards, guidelines, best practices and metrics.

Provides regular reporting of metrics including recommendations to improve performance.

May manage both individual contributors and supervisor(s) within department.

Monitors and assists leadership in the implementation of key initiatives that improve business processes and client service deliver.