{"schemaVersion":"jobsearcher.job.v1","id":"1622abcceedcf1da81f076ce","url":"https://jobsearcher.com/jobs/1622abcceedcf1da81f076ce","canonicalUrl":"https://jobsearcher.com/jobs/1622abcceedcf1da81f076ce","title":"Production Support Manager - Help Desk","description":"Production Support Manager - Help DeskClient requires a Production Support Manager to provide guidance and oversight for the Client Help Desk operation.\r\nThis position will act as the Production Support Manager for the client Help Desk. This position will be responsible for serving as a technical expert for help desk staff at all levels and for resource oversight activities including maintaining adequate coverage schedule, monitoring key Help Desk metrics in accordance with Client Service Level Agreements (SLAs), as well as developing and maintaining all logistical facets of the Help Desk operation to ensure that calls are triaged, sorted, researched and escalated as necessary to reach a resolution in a timely manner. Tasks include development of procedures, revisions to current processes and procedures to increase productivity, routine analysis of metrics for all Help Desk levels, evaluation and management of staffing resources assigned to each Help Desk level and coordination and tracking of Help Desk issues escalated to the development team for additional analysis and resolution.\r\nSkill Matrix:\r\nSolid knowledge and experience with browser based applications.\r\nExperience researching, analyzing and interpreting automated system problems.\r\nVery good oral and written communication skills to effectively deal with all levels of the organization.\r\nSolid experience leading a team.\r\nExperience analyzing and projecting the needs of a team to ensure success.\r\nExperience implementing and managing a help desk operation.\r\nAll your information will be kept confidential according to EEO guidelines.","company":"VTech Solutions","rawCompany":"vtech solution","city":"Durham","state":"NC","isRemote":false,"isActive":false,"createdAt":"2026-05-06T01:24:37.754Z","occupations":[{"code":"51-1011.00","title":"First-Line Supervisors of Production and Operating Workers","slug":"first-line-supervisors-of-production-and-operating-workers"},{"code":"11-3051.00","title":"Industrial Production Managers","slug":"industrial-production-managers"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"561499","title":"All Other Business Support Services","slug":"all-other-business-support-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Production Support Manager - Help Desk","description":"Production Support Manager - Help DeskClient requires a Production Support Manager to provide guidance and oversight for the Client Help Desk operation.\r\nThis position will act as the Production Support Manager for the client Help Desk. This position will be responsible for serving as a technical expert for help desk staff at all levels and for resource oversight activities including maintaining adequate coverage schedule, monitoring key Help Desk metrics in accordance with Client Service Level Agreements (SLAs), as well as developing and maintaining all logistical facets of the Help Desk operation to ensure that calls are triaged, sorted, researched and escalated as necessary to reach a resolution in a timely manner. Tasks include development of procedures, revisions to current processes and procedures to increase productivity, routine analysis of metrics for all Help Desk levels, evaluation and management of staffing resources assigned to each Help Desk level and coordination and tracking of Help Desk issues escalated to the development team for additional analysis and resolution.\r\nSkill Matrix:\r\nSolid knowledge and experience with browser based applications.\r\nExperience researching, analyzing and interpreting automated system problems.\r\nVery good oral and written communication skills to effectively deal with all levels of the organization.\r\nSolid experience leading a team.\r\nExperience analyzing and projecting the needs of a team to ensure success.\r\nExperience implementing and managing a help desk operation.\r\nAll your information will be kept confidential according to EEO guidelines.","datePosted":"2026-05-06T01:24:37.754Z","dateModified":"2026-05-06T01:24:37.754Z","hiringOrganization":{"@type":"Organization","name":"VTech Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Durham","addressRegion":"NC","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1622abcceedcf1da81f076ce"},"url":"https://jobsearcher.com/jobs/1622abcceedcf1da81f076ce"}}