Career Opportunities

Training and Help Desk Support Manager

Mount Airy, NC - Corporate Office


Carries out responsibilities in accordance with the organization's policies and applicable laws. Other duties may be assigned.

Manages the Help Desk function and personnel.  (45%)

  • Creates and reviews daily, monthly, and quarterly reports to ensure associates receive the expected service levels based on call prioritization.
  • Raises issues to all levels of IS management where incidents do not receive appropriate focus.  Works with all members of Information Services department to target actions required to maintain or improve service levels.
  • Provides management consolidated reporting and analysis of all calls on a monthly basis with targeted recommendations to reduce or eliminate calls.
  • Implement continuous improvement initiatives to improve Help Desk effectiveness and efficiency.

Provides backup and overflow coverage (10%)

  • Provides coverage for the Help Desk, as needed, during out of office events of Help Desk Support Analyst(s).
  • Provides lunch coverage for Help Desk Support Analyst(s) as needed.
  • Assists Help Desk Support Analyst(s) when call volume is abnormally high.

Evaluates training needs as required and sources appropriate training resource to fulfill requirements. (25%)

  • Creates and executes training plan for Support Analysts to ensure they are aware of system modifications, application enhancements and upgrade implementations.
  • Reviews end-user incidents to identify user community training needs, develops training plans leveraging internal and external resources, and executes training plans to expand user knowledge.

Maintains and oversees the Help Desk tracking software (20%)

  • Patches and tests Help Desk software to ensure smooth transitions to new versions.
  • Performs periodic maintenance to keep the software operating effectively for IS, such as add/modify/remove employees, expand/remove categories as corporate hardware/software changes, etc.
  • Assists IS staff as they progress changes though the change management system.
  • Research, recommend, and install (when necessary) new software extensions in the Help Desk tracking system

Download our PDF for a full job description.

Employee Benefits

  • Health Care Plans
  • Dental Plans
  • Vision Plan
  • Flexible Spending Plans
  • Employee Assistance Program
  • Company-paid Life
  • Company-paid AD&D
  • Company-paid Disability Insurance
  • 401(k) Savings & Retirement Plan
  • Incentive Programs
  • Paid Vacation
  • Paid Holidays
  • Bereavement Leave
  • Jury Duty Pay
  • Tuition Reimbursement

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