Help Desk Manager - On Site Postion

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Position Summary

The Help Desk Manager will provide day-to-day leadership for the IT Help Desk staff as well as provide hands-on support for our internal customers. They will grow and nurture a culture of ownership, accountability, and follow through to ensure that every customer interaction results in an exceptional service experience. This role will be responsible for creating and maintaining processes, procedures, and documents that allow the Help Desk Team to deliver consistent customer service regardless of the individual that is called upon to provide the service. They will manage the ticketing system queue and will use experience and judgement to help the team prioritize tasks and activities to best support the business. The role will be a key IT partner to the business in ensuring our services align with business needs.

Duties/Responsibilities

1. Manage the quality of service provided by the Help Desk Team; identify service issues and take corrective action.
2. Mentor Help Desk staff on providing a high level of positive and efficient customer service to the business.
3. Liaise with business units to understand needs and ensure a high level of client satisfaction.
4. Develop, document, and implement appropriate Help Desk work flows to efficiently and consistently support the business users.
5. Build repeatable and consistent onboarding, offboarding and employee change processes in partnership with HR and business units.
6. Contribute to policy and procedure documentation and enforcement.
7. Prioritize queue of Help Desk tickets, issues, and requests.
8. Manage the workload and capacity of the Help Desk Team; identify capacity issues and take corrective action.
9. As needed, provide hands-on support and manage support escalations.
10. Build strong working relationships with department leaders.
11. Identify trends and perform investigation to determine root cause of complex Help Desk issues.
12. Identify key Help Desk metrics and create reporting to be able to identify opportunities for improvement, and work with the Help Desk Team to develop and implement appropriate solutions.
13. Provide basic IT training, orientation, and coaching to new and existing employees.
14. Assist with security and privacy management (both physical and virtual).
15. Assist with software license management and compliance enforcement.
16. Assist with projects relating to end-user computing (EUC) hardware and software.
17. Assist with equipment and software planning, purchasing, deployment, disposal (end of life), and reclamation.
18. Assist with emergency management and disaster recovery.
19. Partner with the rest of the technology department to help implement new technology solutions.
20. Compile technology and equipment research (trends, new technologies to consider, etc.).

Other Duties

1. Performs other duties as required.

Qualifications

1. Bachelor's degree in Information Technology or related field, or equivalent experience leading enterprise IT support teams
2. 5 plus years of Help Desk Management experience
3. 8 years of Information Technology related experience
4. Experience with PCs, mobile phones, iPads, and software support
5. Experience supporting remote field personnel
6. Experience with desktop support running Microsoft Windows 10 or newer and Microsoft Office
7. Experience with Microsoft Entra ID and Exchange Online
8. Experience with incident management tools
9. Experience installing, configuring, and supporting software applications
10. Experience researching technical issues and finding best fit resolutions
11. Basic understanding of network infrastructure, server infrastructure, data communications, and telecommunications systems
12. Understanding of basic security principles, procedures, and policies
13. Demonstrated ability to communicate effectively with peers and all levels of management.
14. Strong leadership skills.
15. Strong interpersonal, written, and oral communication skills.
16. Ability to present ideas in a user-friendly language.
17. Comfortable working with all levels of the organization.
18. Strong organizational skills and demonstrated ability to be detail oriented.
19. Ability to work in a highly collaborative and consensus driven environment and comfortable with ambiguity and change in a fast-paced environment.
20. Must be willing to travel to remote sites

AAP/EEO Statement

It has been and will continue to be a fundamental policy of the Company not to discriminate on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or status as a veteran, or any other basis protected by applicable federal, state or local law, with respect to recruitment, hiring, training, promotion, and other terms and condition of employment.

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