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Help Desk Manager

Date Posted: 1/30/2018

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Job Description

Position Summary: 
 
The Help Desk Manager will supervise and direct help desk personnel. The scope of the position includes supporting POS systems, hardware, software, peripherals, networking components.
 
Essential Job Functions:

  • Deliver excellent support, both technical and non-technical, with outstanding customer service and end user satisfaction.
  • Manage a dynamic service desk with a variety of client types.
  • Ensure the Service Desk is responding and resolving tickets accurately and in a timely fashion per team SLAs.
  • Serve as an escalation level for incidents within the Help Desk team.
  • Assist in the troubleshooting and resolution of Tier II & III escalated support incidents.
 
Knowledge, Skills and Experience:
 
1.     Minimum Education (or substitute experience) required:
  • Bachelor's Degree in a computer-related field.
 2.     Minimum Experience required:
  • 3+ years of experience providing technical customer service and support.
  • Experience in a restaurant or retail environment.
Skills Required:
  • Aloha/POS experience; retail or multi-unit restaurant experience preferred.
  • Hands on experience with help desk and remote control software.

 
 

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification.  We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Job Requirements

Position Summary:

The Help Desk Manager will supervise and direct help desk personnel. The scope of the position includes supporting POS systems, hardware, software, peripherals, networking components.

Essential Job Functions:
Deliver excellent support, both technical and non-technical, with outstanding customer service and end user satisfaction.
Manage a dynamic service desk with a variety of client types.
Ensure the Service Desk is responding and resolving tickets accurately and in a timely fashion per team SLAs.
Serve as an escalation level for incidents within the Help Desk team.
Assist in the troubleshooting and resolution of Tier II & III escalated support incidents.

Knowledge, Skills and Experience:

1. Minimum Education (or substitute experience) required:
Bachelor’s Degree in a computer-related field.
2. Minimum Experience required:
3+ years of experience providing technical customer service and support.
Experience in a restaurant or retail environment.
Skills Required:
Aloha/POS experience; retail or multi-unit restaurant experience preferred.
Hands on experience with help desk and remote control software.
Posted By: salmani@ledgent.com

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Job Snapshot

  • Employee Type:Full-Time
  • Location:Irvine, CA
  • Job Type:I.T.
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:1/30/2018
  • Contact: Samer Almani (714) 940-5420
  • Pay Range: $75,000.00 - $80,000.00 Annually
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Job Reference: JO-1801-20231