Help Desk Manager

Overview

Manage and improve help desk operations, leading a team to provide fast, effective tech support.

Key Responsibilities

• ticket management
• metrics analysis
• hardware inventory
• reporting tools
• process improvement
• team supervision

Tasks

-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. -Analyze and identify trends in issues reported and devise preventative solutions. Facilitate the management of hardware inventory for timely deployments. -Oversee management of support tickets, i.e., ticket assignment, prioritization, escalation, and resolution. Ensure timely and effective resolution of client inquiries, issues, and escalations. -Help drive operational improvements and process changes to enhance service quality. -Collaborate with regional Help Desk managers to define and manage policies and procedures for the Client Services team. -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. -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.

Requirements

• servicenow
• office 365
• azure
• active directory
• bachelor's
• 7+ years

What You Bring

-Experience assigning and prioritize workloads, managing team performance, and providing coaching to meet departmental goals. -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 using ServiceNow or a similar highly used industry ticketing system. -Advanced knowledge of Microsoft Office 365 products, including Microsoft Intune. -Bachelor's degree in Information Technology, Computer/Information Science, or related experience. -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. -Up to 25% of your time (mostly regional jobsites). -Willing to take a hands-on approach to ensuring optimal customer service. -Seven or more years of IT experience. -Four or more years of management experience is preferred. -Advanced knowledge of Microsoft Active Directory, Azure/Entra and Windows 11 environment -Occasional lifting of up to 30 lbs. -Experience with Workday is desired.

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Benefits

-Term Life, AD&D Insurance, and Voluntary Life Insurance -Disability Income Protection Insurance -401 K -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. -Medical, Dental, Vision Insurance -Charitable Giving Match with our Rosendin Foundation -ESOP - Employee Stock Ownership -17 PTO days per year plus 10 paid holidays -Annual bonus program based upon performance, profitability, and achievement

About Rosendin

-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.

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