Help Desk Manager

Company: Technical Connections Inc.
Location: Glendale
Posted on: January 13, 2022

Job Description:

Help Desk ManagerOur client is looking for a Help Desk Manager to join their team! In this position, you will effectively lead Help Desk staff and ensure end users receive appropriate assistance in all locations. Reporting to the Director, Technology Services Operations, you will work with Infrastructure teams to create, implement, and enforce support standards and procedures for hardware, software, and imaging systems for the organization.
This company has a very collaborative and friendly environment and culture, and employee well-being is taken very seriously youll enjoy a terrific work/life balance and wont be held to long hours.
Key responsibilities:

• Manage procedures related to identifying, prioritizing, and resolving incidents and/or requests
• Monitor, trace and coordinate Help Desk functions across the organization
• Ensure sufficient Help Desk operations and coverage for end-user support
• Work with the Director, Technology Services Operations managing onboarding and offboarding, project managing infrastructure projects, and procuring hardware and software
• Assist in creating, implementing, and administering strategic plans, tactical plans, and corporate budgets for Technology Services
• Ensure end user satisfaction through continuous improvement of Help Desk team process flows
• Work with the Applications Development department and use Jira Service Management to monitor the creation, assignment, and closure of tickets/enhancement requests
• Administer and maintain ticketing system used by multiple departments
• Recommend changes/improvements to software and hardware to enhance overall computing capabilities
• Work with stakeholders to provide high levels of customer service through improved help desk support, automation, and/or help articles
• Create and/or update a knowledgebase of help articles to assist end users with common technology issues and needs
• Conduct an annual helpdesk survey and work with VPs to provision additional services and software requiring executive approval
• Conduct staff and one-on-one meetings, provide performance feedback and career counseling, and support technical training/certification for Help Desk staff
• Oversee timecard management, recruitment, performance reviews, and disciplinary actions in accordance with the organizational policies
• Travels to other locations as required
  What Gets You the Job?
  • 10+ years experience providing PC and help desk service
  • 3+ years experience leading a technical staff (preferred)
  • Bachelors Degree, preferably in Computer Science or Business (or equivalent combination of education and experience)
  • Proven experience with planning, preparing and monitoring project plans, budgets and schedules utilizing PC software tools
  • Experience working in a mission-critical support environment using ticketing systems, knowledgebases, and ITIL Best Practices, specifically Incident Management
  • Experience with Apple and Android smartphone mobile technology
  • Knowledge of desktop and laptop computers, MS Office 365, and Windows 10
  • Valid California Drivers License required
  • Strong leadership, analytical, organizational, and problem-solving skills
  • Self-motivated, goal-oriented, and customer-focused
  • Excellent written, verbal, and interpersonal communication skills
    Send us your resume today!
    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.by Jobble

Keywords: Technical Connections Inc., Glendale , Help Desk Manager, Executive , Glendale, Arizona