JOB SUMMARY: The Helpdesk Manager position is responsible for delivering our IT managed services to a client account with the support of a cross-functional team. Although technical capabilities are necessary, this role is primarily responsible for managing helpdesk staff, operations and customer relations.

ESSENTIAL FUNCTIONS:

Operations Management

• Ensure helpdesk policy & procedures are well documented and adhered to on a daily and weekly basis.
• Identify procedural gaps and work with internal and client stakeholders to establish or amend existing operational procedures.
• Oversee the client organization’s equipment procurement and management, including workstations, mobile devices, and other helpdesk related equipment.
• Oversee client staff onboarding and offboarding procedures to ensure accuracy of Active Directory .
• Oversee vendor management for services related to the helpdesk.
• Track service renewal dates to ensure contracts and billing are escalated to management.
• Oversee virtual and on-premise audio visual management for the organization. Coordinate with clients and helpdesk staff to ensure meeting and event technology requests are met and exceeded.

Team Management

• Lead a team of 4 helpdesk engineers on a daily basis.
• Manage support ticket triage, ensuring SLAs are met and exceeded.
• Directly assist with tickets during high volume.
• Oversee ticket metrics, identify patterns, and make improvements based on data and staff feedback.
• Schedule team resources to meet client obligations in a timely and effective manner.
• Motivate individual and team growth and performance.
• Participate in relevant review meetings for team members (e.g. performance).

Customer Service

• Act as the point of contact for client concerns and escalate issues related to tickets appropriately.
• Identify and promote opportunities to improve our processes and service delivery.
• Schedule client maintenance periods and downtime with the client and designDATA.
• Act as Incident Manager for issues affecting clients during regular business hours.
• Participate in the On-Call Operations Manager rotation to for after-hours incidents.

Project Management

• Research new technologies & services to solve technical or operational challenges. Assess their viability and make recommendations for potential implementation.
• Manage project delivery for client accounts with the support of internal technical resources.
• Meet with vendors subject matter experts and resource managers to plan and staff projects.
• Manage project teams throughout project duration to ensure timely and successful completion.
• Keep clients informed, manage their expectations, and drive delivery of their dependencies.
• Keep our leadership team informed of project status, including new risks and needs.

CERTIFICATIONS:

• Attain CompTIA Project+ or other approved Project Management certification within 9 months of moving into this role.

KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor’s degree preferably in information technology management or related field.

• 4+ years of progressive IT experience.
• IT management and/or supervisory experience desired but not required.
• Proven track record managing a diverse technology group in a fast-paced and customer-focused team environment.
• Outstanding ability to work both independently and within a team environment.
• Outstanding communications and customer relations skills.
• Excellent documentation management skills.
• Strong and diverse technical skills with a willingness to be hands’ on as needed.
• Proven ability to communicate with both end users and executives.
• Willingness to go “above and beyond” to exceed customer expectations.
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups.
• Tailors communication appropriately within the team, the company, and clients.
• Exceptional analytical and problem-solving skills.
• Works well under stress, pressure, and deadlines.
• Thrives on working well with clients and provides exceptional service
• Well-organized, self-directed team player.
• High level of proficiency with Microsoft & Google software, and a desire to learn about cloud and computer networks.
• Certifications (desired but not required): Microsoft, Google Workspace, ISC2, and CompTIA, ITIL certifications.

WORKING ENVIRONMENT:  The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities.   Some travel will be required a few times a year to various hotels throughout USA and Canada.