Randstad HelpDesk Manager in Lake Forest, California

HelpDesk Manager


Lake Forest, CA

Date Posted:

Tuesday, October 11, 2016

Job Type:


Reference #:



Randstad Technologies

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Randstad Technologies is looking for a Help Desk Manager in Orange County for a direct hire opportunity. The Help Desk Manager is responsible for ensuring service clients (Corporate and Franchise) receive top quality technical support services. In addition, 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, etc. using technical knowledge and skills. The Help Desk Manager will work closely with the Director to implement best practices, improve processes and develop help desk personnel.

The Help Desk Manager contributes to success by ensuring store productivity through overseeing the delivery of remote technical support services, updating service request information, prioritizing work based on ticket severity, communicating with clients, troubleshooting problems, and efficiently scheduling, managing and mentoring help desk personnel.

Essential Job Functions:

Responsibilities and essential job functions include but are not limited to the following:

  • 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.

  • Manage people and customer expectations.

  • Ensure the Service Desk is responding and resolving tickets accurately and in a timely fashion per team SLAs.

  • Effective utilization of resources to resolve problems on a daily basis.

  • Continually seeks opportunities to increase customer satisfaction and deepen relationships.

  • 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.

  • Additional responsibilities as needed.

Knowledge, Skills and Experience:

  1. Minimum Education (or substitute experience) required:
  • Bachelor s Degree in a computer-related field.
  1. Minimum Experience required:
  • 3+ years of experience providing technical customer service and support.

  • Experience in a restaurant environment.

  1. Skills Required:
  • Aloha/POS experience; retail or multi-unit restaurant experience preferred.

  • Hands on experience with help desk and remote control software.

  • Solid technical background with an ability to give instructions to a non-technical audience.

  • Ability to work under pressure.

  • Possess excellent communication skills (both verbal and written).

  • Collaborative mindset with the ability to work independently and unsupervised.

  • Excellent troubleshooting, problem solving, and analytical skills.

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