Help Desk Manager

Job description

Job DetailsJob Location: Corporate Headquarters - Chattanooga, TN 37402Position Type: Full TimeEducation Level: 4 Year DegreeJob Shift: M - F 8:00 - 4:45Job Category: Information TechnologyJOB SUMMARY: The Help Desk Manager is responsible for leading a dynamic team of support professionals and modernizing the end-user support experience. This role involves overseeing all aspects of desktop and basic network troubleshooting, ensuring that every help request is efficiently identified, prioritized, and resolved using advanced ticketing and tracking systems. The manager is tasked with optimizing procedures and leveraging data analytics to enhance workflow, improve internal employee support satisfaction, and drive operational efficiency. In addition to strategic oversight, the Help Desk Manager provides hands-on technical support when needed and serves as the primary escalation point for level one and level two issues. They will collaborate closely with other IT staff to streamline incident management, implement automation tools, and maintain a comprehensive knowledge base. This position also requires fostering a culture of continuous improvement and innovation, ensuring that the help d...