IT Helpdesk Manager

West Corporation - Longmont, CO (30+ days ago)3.3

West Safety Services is looking for a Helpdesk Manager to add to its team in Longmont, CO.

The core focus of this position will be responsible for:
Planning, organizing, and managing staff in support of assigned business unit’s products and services, as well as overall help desk operation processes, while ensuring adherence to corporate and departmental policies, standards, and procedures
Assist the leadership team with developing, maintaining, supporting, and optimizing key functional areas in regards to help desk support for assigned area (e.g. PSAP communications, government support, etc.)
Manage the 24x7 help desk operations center and oversee the continuous monitoring and service provided to both internal and external clients, ensuring through documentation and issues are brought to resolution
Act as an escalation point for direct reports, as well as tier 1, tier 2, and tier 3 technical operations support staff, placing the highest priority on ensuring the activities of assigned staff meet the timelines and quality needs of the assigned business unit
Monitor, review, and quality check problem management ticket system to confirm problems are adequately resolved by staff teams
Continuously review the effectiveness of current procedures/best practices and strive to identify improvement to processes, presenting recommendations (of automation or implementation) to business unit management
Ensure department programs and processes are defined in accordance with department documented standards (e.g. Intrado Quality System, 5-9s, etc.) and best practice standards

Key areas of emphasis include:
Planning, organizing, and managing staff
24x7 help desk operations
Escalation support
Monitor, review, and quality check problem management ticket system
Process improvement and best practice standards
So, if you’ve been waiting for an opportunity with a multi-billion dollar company that will allow you to fuse insightful thinking with disciplined execution in order to achieve breakthrough performance, then what are you waiting for? Get your application in today and let’s get started on something BIG.


Bachelor's degree from an accredited college or University with major case work in MIS, computer science or related area required
Equivalent work experience in a similar position may be substituted for educational requirements

Minimum five years' experience in a telecommunications or high-technology industry is required, preferably supporting a technical ticketing system
Minimum of three years' of supervisory experience required

Minimum five years’ experience with networking, Windows based servers and workstations is required
Minimum two years of experience with telephony networks (e.g., SS7, SIP, ISDN, wireless 9-1-1, PSAP connectivity, network topology, etc.) preferred

Intermediate knowledge of MS Outlook, Excel, Word, and PowerPoint required
On call work (24/7) may be required depending on area of assignment ITIL Foundations certification preferred
West is connecting people and ideas

We are delivering on their potential

We are improving the way we work and live

At West, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.

We Connect. We Deliver. We are WEST.

Applications will be accepted through 7/18/18.

Equal Opportunity Employer/Veterans/Disabled

West’s Safety Services has strict background check requirements both pre-employment and throughout employment
Depending upon the position and/or access required, applicants and personnel may be required to successfully complete additional background checks including, but not limited to customer background checks, Criminal Justice Information Services certification, and criminal history check, fingerprinting and training
The company also runs a motor vehicle record check as part of the background check process
The Company conducts pre-employment drug screening and periodic screening during employment
Marijuana remains an illegal drug under Federal law. We have Federal contracts that require us to be compliant with the Federal Drug Free Workplace Act
West’s Safety Services is a tobacco-free workplace

Job: Operations

Primary Location: United States-Colorado-Longmont

Organization: West Safety Services USA

Schedule: Full-time

Job Posting: 07/11/2018, 9:00:10 PM