Help Desk Manager

Description

• Help drive operational improvements and process changes to enhance service quality.
• Establish and maintain a positive environment conducive to team building and cross-departmental communication.
• Build and maintain solid work relationships with all levels of staff and senior management.
• Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests.
• Build and maintain strong relationships with end users within the region. Facilitate communication between different internal teams, end user base, and external partners. Develop and implement processes to improve client satisfaction and service delivery.
• Oversee management of support tickets, i.e., ticket assignment, prioritization, escalation, and resolution. Ensure timely and effective resolution of client inquiries, issues, and escalations.
• Gather and analyze metrics to benchmark client services workload/performance and identify trends in call center issues service performance using key performance indicators (KPIs).
• Supervise the Client Services team by defining and establishing schedules, prioritize workloads, providing support/direction, and provide coaching to meet departmental goals.
• Hiring, training, coaching, and leading Client Services Leads as they deliver high-quality technical support and customer service.
• Collaborate with regional Help Desk managers to define and manage policies and procedures for the Client Services team.
• Analyze and identify trends in issues reported and devise preventative solutions. Facilitate the management of hardware inventory for timely deployments.
• Facilitate reporting via multiple portals including: ServiceNow, Intune, Active Directory, Webex Contact Center, and others.

Requirements

• Experience with Workday is desired.
• Up to 25% of your time (mostly regional jobsites).
• Occasional lifting of up to 30 lbs.
• Willing to take a hands-on approach to ensuring optimal customer service.
• Experience using ServiceNow or a similar highly used industry ticketing system.
• Advanced knowledge of Microsoft Active Directory, Azure/Entra and Windows 11 environment
• General work environment - sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioning
• Ability to work under pressure and adapt to changing requirements with a positive attitude.
• Experience assigning and prioritize workloads, managing team performance, and providing coaching to meet departmental goals.
• Four or more years of management experience is preferred.
• Advanced knowledge of Microsoft Office 365 products, including Microsoft Intune.
• Bachelor's degree in Information Technology, Computer/Information Science, or related experience.
• Possess working knowledge and practical experience of the following technologies: Cloud Storage, Local Server, Networking, Remote Software, Cyber Security, Conference Room AV, Cisco VOIP, Video Conferencing software, and Disaster Recovery procedures and policies.
• Seven or more years of IT experience.

Benefits

• We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees to perform essential functions.
• 17 PTO days per year plus 10 paid holidays
• Medical, Dental, Vision Insurance
• Charitable Giving Match with our Rosendin Foundation
• Disability Income Protection Insurance
• 401 K
• Annual bonus program based upon performance, profitability, and achievement
• Term Life, AD&D Insurance, and Voluntary Life Insurance
• ESOP - Employee Stock Ownership
• Pre-tax Flexible Spending Plans (Health and Dependent Care)

Training + Development

Interview process

Visa Sponsorship

Security clearance