IT Salary: Help Desk Manager
(Salary data and job descriptions courtesy of Foote Partners.)
Q1 2007 Data:
This position is responsible for controlling the process of ensuring accurate and timely technology support and problem resolution to internal and external customers. Is responsible for resolving complex and everyday service requests relating to PC, server, and network hardware and software problems and malfunctions; interacting and consulting with clients to manage client satisfaction; providing guidance, assistance, and follow-up on client inquiries; and assisting in the implementation of desktop hardware and software. Supervises and coordinates the activities of workers who provide problem solving support.
• Bachelor’s degree desirable (or equivalent work experience);
• 5 years of experience in an IT support or technical environment, with significant PC or client/server platform experience.
–familiarity with web tools and technology (e.g., HTML, HTTP, Perl, CGI); understanding of network issues; ideally possesses relevant server experience (e.g., news server, mail server)
–previous experience in LAN/network administration or systems administration in a relevant computing environment (e.g., Unix, NT) is highly desirable
• Demonstrated experience or skills in two or more of the following:
–participation on multidisciplinary, high-performance work teams/groups
–successful development and implementation of new technology and processes
–competency in project management and effective management of resources in the execution of multiple projects
–successful experience in working with customers to develop effective solutions to diverse and complex business problems
–proven initiative, good judgment, and ability to achieve results