Enterprise Help Desk Manager in Dallas, TX

If you desire to work for a stable company located just outside of Dallas, TX, a company with a worldwide presence that has been in operations for over ninety years, you may want to consider applying for this Enterprise Help Desk Manager opportunity!
You will be responsible for staffing and managing the regional Help Desk that is part of the global 24x7 Level 1 Help Desk. You must have broad range of IT experience and excellent leadership, business management and customer service skills. Demonstrated strong leadership ability mandatory! Familiarity with help desk software tools required.
Job responsibilities include:
Building a knowledge base of problem cause and resolution.
Coordinating with other IT areas to resolve problems if necessary.
Managing and supervising the daily activities of the Help Desk function (Includes training, coaching, organizing, planning, and staffing operations).
Coordinating the development and review of service level agreements (SLA) with other areas of Information Technology to continually increase customer satisfaction.
Acting as a liaison with all IT division operations and services to keep abreast of policy and procedural changes.
Developing and reviewing procedures for Help Desk operating/procedure manuals.
Directing system and operations support relative to the maintenance and enhancement of Help Desk operating systems
Serving as a liaison to outside vendor of operational systems if necessary
Observing and measuring organizational performance against customer requirements and recommend modifications to existing systems or development of new systems and IT support services.
Preparing operational reports and analysis
Determining fiscal requirements and prepare budgetary recommendations; monitor, verify, and reconcile expenditure of budgeted funds.
Conducting and coordinating user training
Coordinating testing prior to production pushes
Qualifications required include a bachelors degree with a minimum of 5 years Help Desk experience and minimum of 3 years management experience. Certifications such as MSCE or HDM would be a plus.
Company offers competitive salary and excellent benefits! Business casual environment.
Qualified candidates are welcome to send their resume to





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