Job Description

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.