Job Summary

Help Desk Manager

  • Location:
    Glendale, California
  • Job reference:
    US_EN_6_17200_59830115
  • Category:
    Help Desk/Technical Support
  • Contract Type:
    Contract/Temp to Hire

At Modis, we use our insight, knowledge and global resources to make exceptional connections every day. With 60 branch offices located strategically throughout North America, we are positioned perfectly to deliver the industry's top talent to each of our clients. Clients choose Modis as their workforce partner to solve staffing challenges that range from locating hard-to-find niche talent to completing quick-fill demands.
 
Position:  Help Desk Manager
Contract to Hire
Rate:  DOE/Competitive   
Location: Glendale, CA
 
Modis Burbank is looking for a hands-on Help Desk Manager to fill a new management position.  The Help Desk Manager’s role is to oversee all Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Help Desk functions across the organization.
 
Essential Duties & Responsibilities:
• Leads the team responsible for the support of all end-users in all company locations.
• Ensures that the day-to-day operations of the Help Desk are organized and that there is sufficient coverage at all times for end-user support.
• Working with Director, creates, implements, and enforces supports standards and procedures for hardware, software, and imaging systems for the organization.
• Assists the Director in creating, implementing, and administering strategic plans, tactical plans, and corporate budgets for Technology Services.
• Ensures the flow of the Help Desk Team processes are continuously improved to ensure end-user satisfaction.
• Participates in the recruitment, discipline, performance planning/reviewing, scheduling, and morale of team members.
• Travel to Forest Lawn locations when required.
• Responsible for replacing the current Service Desk application
• Performs other related projects and duties as assigned.
 
Qualifications:
• Ideal candidate will be organized, motivated, and goal oriented.
• Strong oral and written communication and interpersonal skills required.  
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  
• The requirements listed below are representative of the knowledge, skill, and /or ability required.  
• Individual must have a valid California driver’s license with a clean driving record.
 
Technical Knowledge, Experience, and Skill Requirements:
• Bachelor’s Degree, preferably in Computer Science, Business, or an equivalent combination of education and experience.
• At least 10 years of a combination of Personal Computer and Help Desk  Service experience required.
• At least 2-3 years of previous experience leading a technical staff desirable.
• Proven ability to plan, prepare and monitor project plans, budgets and schedules utilizing PC software tools.
• Solid customer service and phone skills essential
• Strong leadership, analytical, and problem solving skills required.
• Experience working in mission critical support environment
• Knowledge of Dell Desktop and laptop computers, Windows 10 Pro OS, Microsoft Office 2016, Office 365 experience a plus.
• Experience with Apple and Android smartphone mobile technology.
 
Physical Demands:
• While performing the duties of this job, the employee is regularly required to stoop, kneel, crouch, climb or crawl.  The employee must frequently lift and/or move up to 75 pounds.
 
If interested please apply immediately or call directly at 818-531-3416.
 



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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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