The Help Desk and Desktop Support Manager will lead a team of both Help Desk and Support technicians, servicing users with complex enterprise-related issues, problems and requests.
The Help & Support team focuses on being highly available, customer driven subject matter experts highly focused on call resolution.
The Help & Support leader must build a multi-discipline organization with strong utility players able to support a wide range of technologies, platforms and applications. The team must resolve incidents with the infrastructure, hardware, software, network and application environment.
The ideal candidate possesses a passion for customer service and strong technical knowledge needed to coach and mentor the team on new technologies and build a world-class Support organization.
This role reports to Director of IT Support and Delivery.
Lead a team of both Help Desk and Level 2 Desktop Support technicians supporting a 4,000+ user environment across approximately 200+ sites throughout the US and Canada
Manage the Help Desk towards a tenacious first call resolution culture
Manage the Help Desk towards a dedicated customer service focus
Build a 24/7 Help Desk operation focusing on quality and service delivery
Establish a strong Level 2 Support Organization, capable of supporting the typical enterprise objects as well as Industry-specific applications.
Build a metrics-driven culture, producing daily, weekly, monthly, quarterly, and yearly metrics, with the goal of driving quality and continuous improvement.
Administrative duties for handling work schedules and overtime.
Acts as primary escalation point for ownership and executives, as well as after-hours business critical issues
Acts as an Incident Manager as part of internal crisis management process.
Oversees follow-ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon timeframe.
Interacts with business operations and leadership, business analysts, IT services, engineering, integration and/or applications development to restore service and/or identify and correct core problems
Assists with planning, coordination and execution of projects, work assignments and workloads for Support personnel, ensuring adherence to established policy and procedures.
Develops and continually updates training material for new and existing support staff.
Leader and promoter of ITSM and ITIL principals.
Responsible for performing yearly performance reviews for the Support staff
Experience, Education, and Training
Bachelor's degree or equivalent work experience.
Approx. 5+ total years working experience within the IT field.
3+ years leading an IT Help Desk or Support team
Experience with building a service-oriented organization, developing and implementing policies, procedures and work instructions.
Understanding of incident, problem, request, change, and knowledge management.
Strong knowledge of ITSM tools (e.g., BMC, Cherwell, ServiceNow, LANDESK)
Advanced knowledge and experience with service-oriented frameworks (e.g., ITIL, MOF, etc.) with certification in ITIL preferred.
Current hands-on experience in handling unified communication based support activities for 2,000+ user base.
Excellent communication and interpersonal skills.
Excellent client service skills in a demanding, deadline-driven environment
Experience with G-Suite applications (GMail, Google Calendar, Google Docs, Sheets, Slides, etc.)
Experience supporting Microsoft operating systems, and applications
Experience working with enterprise company software and infrastructure, especially as it relates to the overall business impact that those technologies may have.
Optional (Desired) Skills
Technical certifications - A+, MCSE, MCTS, MCP, MCITP, HDI, and/or ITIL is a desired.
Any support experience with enterprise supply chain, transportation and logistics applications (Manhattan, TMW, 3G, IBM Sterling Integrator, Exceed, etc.)
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.