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Welcome to SVA’s jobs portal, your one-stop shop for finding the most up to date source of employment opportunities. We have partnered with the National Labor Exchange to provide you this information. You may be looking for part-time employment to supplement your income while you are in school. You might be looking for an internship to add experience to your resume. And you may be completing your training ready to start a new career. This site has all of those types of jobs.

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Robert Half Help Desk Manager in Tampa, Florida

Description

Robert Half Technology has a new opening for a Help Desk Manager with a local client here in Tampa, FL.

Position is full-time and will be leading a team of 15-20 Help Desk Technicians. Compensation is flexible $60-80K depending on experience.

Interviews are actively being scheduled - Apply NOW!

Summary:

Oversee a team of IT Help Desk Technicians that provide Tier 1 technical support via phone, email, and in-person. Ask appropriate questions and use knowledge and resources to diagnose and resolve issues. Escalate issues that extend beyond span of control in a timely manner. Work in IT Service Management ticketing system to timely respond and appropriately document issue resolution.

Responsibilities and Duties:

  • Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.

  • Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.

  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

  • Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.

  • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

  • Manage the processing of incoming calls to the Help Desk via both telephone and email to ensure courteous, timely, and effective resolution of end user issues.

  • Design and enforce request handling and escalation policies and procedures.

  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

  • Track and analyze trends in Help Desk requests and generate operational reports.

  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

  • Oversee the development, implementation, and administration of help desk staff training procedures and policies.

  • Document customer interactions and resolution.

  • Escalate issues to the next Tier with next level of difficulty.

  • Provide feedback on processes and make recommendations on areas to improve.

  • Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.

    Requirements

Qualifications and Skills:

  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables

  • Solid relationship management and performance management skills

  • Ability to motivate and direct staff members and subordinates

  • Strong understanding of the organization's goals and objectives

  • Exceptional interpersonal skills, with a focus on listening and questioning skills written and oral communication skills

  • Available to work periodic overtime

  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Exceptional customer service orientation

  • An openness to learning new technologies

  • Works well under pressure

Must be eligible for full-time hours on W2 - local to Tampa, FL with ability to work full-time in-office

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

© 2024 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https:///www.roberthalf.com/us/en/terms) .

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