IT Helpdesk Manager
2 weeks ago
The IT Helpdesk Manager, reporting into the Senior VP, IT, is responsible for effectively managing end-user expectations, setting the organizational standard for IT support engagement, and serving as a communication channel between Team Members and the IT organization.
Duties & Responsibilities
- Effectively manage, develop, and train the Helpdesk team.
- Ensure that all processes used by the service desk are thoroughly documented, continuously audited, and improved.
- Conduct and share results from service and operation performance reviews.
- Promote the service desk with senior management and work to ensure that its business value is understood.
- Coordinate and manage all relevant stakeholders, including the Helpdesk team, Team Members, and other teams that involved in the Helpdesk operations.
- Manage the cost of running the Helpdesk operation.
- Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Establish and implement ITIL standards.
- Escalation and resolution of software issues to the information systems/development team.
- Escalation and resolution of third-party software or systems issues by the support team.
- Collect feedback to determine patterns and issues to find resolutions or provide the Team Member FAQ to ease in troubleshooting.
- Develop and maintain a technical support and knowledge base.
- Maintain departmental staffing by recruiting, selecting, training and developing personal growth opportunities.
- Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.
Education, Training & Qualifications
- Minimum five years of professional or technical experience in IT with a strong background in all aspects of customer service.
- Minimum two years of management experience that demonstrates proficiency in leadership techniques and management of resources.
- Hands-on experience with a wide variety of computer software, hardware, and peripherals, including Microsoft 365.
- Demonstrated experience (use, administration, and configuration/development) with ServiceNow ITSM platform.
- Experience with computer security systems, password, networking and file protection protocols.
Skills & Abilities
- Ability to balance and plan the short-term actions of the team to meet SLAs and service growth.
- Knowledge and demonstrable understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- Ability to communicate and give instructions to a non-technical audience.
- Customer-service oriented with a problem-solving attitude.
- Time management skills with the ability to prioritize multiple responsibilities.
Working Conditions
- Prolonged period sitting at a desk and working on a computer.
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