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Help Desk Manager
Rosendin
Lead help desk team, manage tickets, improve support, and oversee client services
11d ago
Intermediate (4-7 years), Experienced (8-12 years)
Full Time
Coppell, TX
Office Full-Time
Company Size
5,000 Employees
Service Specialisms
Electrical Services
Construction
Design-Build
Engineering
Preconstruction
Project Management
Technology Services
Maintenance Services
Sector Specialisms
Commercial
Industrial
Municipal
Highway
Transit
Aviation
Specialty Projects
Role
What you would be doing
ticket management
servicenow
intune
metrics analysis
team supervision
client relations
- Collaborate with regional Help Desk managers to define and manage policies and procedures for the Client Services team.
- 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.
- 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.
- Facilitate reporting via multiple portals including: ServiceNow, Intune, Active Directory, Webex Contact Center, and others.
- Build and maintain solid work relationships with all levels of staff and senior management.
- Oversee management of support tickets, i.e., ticket assignment, prioritization, escalation, and resolution. Ensure timely and effective resolution of client inquiries, issues, and escalations.
- Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests.
- 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.
- Gather and analyze metrics to benchmark client services workload/performance and identify trends in call center issues service performance using key performance indicators (KPIs).
- Analyze and identify trends in issues reported and devise preventative solutions. Facilitate the management of hardware inventory for timely deployments.
What you bring
office 365
servicenow
azure
active directory
cyber security
bachelor’s degree
- Advanced knowledge of Microsoft Office 365 products, including Microsoft Intune.
- Experience using ServiceNow or a similar highly used industry ticketing system.
- 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.
- Experience assigning and prioritize workloads, managing team performance, and providing coaching to meet departmental goals.
- Up to 25% of your time (mostly regional jobsites).
- Four or more years of management experience is preferred.
- Willing to take a hands-on approach to ensuring optimal customer service.
- 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
- Occasional lifting of up to 30 lbs.
- Advanced knowledge of Microsoft Active Directory, Azure/Entra and Windows 11 environment
- Bachelor’s degree in Information Technology, Computer/Information Science, or related experience.
- Experience with Workday is desired.
- Ability to work under pressure and adapt to changing requirements with a positive attitude.
- Seven or more years of IT experience.
- Term Life, AD&D Insurance, and Voluntary Life Insurance
- 17 PTO days per year plus 10 paid holidays
- ESOP - Employee Stock Ownership
- Disability Income Protection Insurance
- Pre-tax Flexible Spending Plans (Health and Dependent Care)
- 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.
- Annual bonus program based upon performance, profitability, and achievement
- Charitable Giving Match with our Rosendin Foundation
- 401 K
- Medical, Dental, Vision Insurance
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
1919 Founded
Company Established
Rosendin was established in 1919, marking over a century of contributions to the electrical contracting industry.
- Provides comprehensive services in electrical design, installation, and maintenance.
- Works on projects across various sectors, from high-rise buildings to large-scale infrastructure.
- Specializes in both traditional electrical systems and cutting-edge energy solutions, including solar and sustainable technologies.
- Known for its high-quality work on complex, large-scale commercial, industrial, and utility projects.
- Reputation for safety and technical expertise makes it a go-to partner for major contractors and developers.
- Continues to adapt to evolving technologies and client needs, including expanding into smart building solutions.
- Building Quality, Building Value, Building People.
- Vision/Purpose: Lead. Inspire. Build.
- Core Values: WE CARE: We are an organization built on integrity. We create an environment that empowers people to work safely, to be at their best, and to respect one another.
- Core Values: WE LISTEN: Our success is based on hearing and understanding the objectives of our customers. We build relationships.
- Core Values: WE SHARE: We collaborate, we inspire, we challenge one another.
- Core Values: WE INNOVATE: People will remember us for the solutions we provide. Entrepreneurial ideas are encouraged and promoted continuously raising industry standards.
- Core Values: WE EXCEL: The quality of our work will represent us for years to come. We take pride in what we build. It is our legacy.
Women 9%
Construction Workforce
Percentage of women in the construction workforce industry-wide.
Craft Roles 3%
Industry Representation
Percentage of women in craft roles within the construction industry.
Black 6%
Construction Workforce
Percentage of Black or African American workers in the construction workforce compared to 12% of the overall U.S. workforce.
46% Closeted
LGBTQ+ Workers
Percentage of LGBTQ+ workers who remain closeted at work, as highlighted by industry statistics.
- Zero tolerance for discrimination, harassment, hazing, and bullying; committed to building a culture that is diverse, safe, welcoming, and inclusive.
- Promoting equality and diversity through meaningful action including education, training, donations, and partnerships.
- By 2020, committed to the AGC Culture of Care pledge to create an environment where every employee has the opportunity to reach their full potential.
- By 2030, the company aims to win hearts and minds of employees, attract and retain the best talent, and promote from within.
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