Manager II, Help Desk Support

BlackHawk Network   •  

Pleasanton, CA

Industry: Networks


5 - 7 years

Posted 294 days ago

This job is no longer available.

This position is responsible for the coordination, implementation and management of overall Help Desk functions, including related supervisory responsibilities for managing support staff.  In addition to oversight of Help Desk operations, this position is responsible for mentoring and training staff, meeting deadlines, working with other departmental/service area managers and identifying opportunities to create and communicate processes that improve user experience and measure performance.


Essential Duties include:

  • Proactively identifies mediums for ensuring that daily, weekly, and monthly statistics, status reports, and otherreporting requests are maintained and available as requested. Identifies trends from reporting to determine solutions to trends or problem areas that may need to be addressed
  • Maintain a high level of Help Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers
  • Work with existing reporting and analytics tools to monitor Help Desk performance, identify and address areas of potential performance issues and monitor key performance indicators
  • Develop cross-team and cross-departmental expertise necessary to effectively respond to issues
  • Perform periodic review and evaluation of all employees, managing necessary performance issues, training requirements, as necessary for the development of individual resources as a team

Primary Responsibilities include:

  • Develop and document process and procedural enhancements and assist other departments as needed for continuous process and service improvement
  • Manage escalated incidents and resolve the incidents working with Desktop Services team to capture details in knowledgebase articles for future reference
  • Ensure the Help Desks maintains a high level of responsiveness, communication, professionalism, and overall staff knowledge
  • Manage, monitor and report on the services and service levels required to support and deliver an exceptional Help Desk environment
  • Maintain current knowledge on new and updates to existing products, as well as third-party OS and devices
  • Ensure the Help Desk staff is appropriately skilled and trained to deliver excellent technical support and customer service
  • Ensure customer service excellence by monitoring tickets and reviewing customer feedback
  • Establish working schedules, manage time off to ensure appropriate coverage for operating workloads and task allocations in accordance with contractual requirements
  • Develop an understanding of how the IT Services that currently exist can be uniquely applied to the customer base
  • Develop an understanding of the unique technology requirements that exist within the business unit(s) advocating for solutions and enhancements that meet the need of the business


  • 4-6 years’ experience managing and developing high performing Help Desk team
  • Exceptional customer service skills
  • Experience working in a team-oriented, collaborative environment
  • Knowledge of computer hardware, including laptops, desktops and peripherals (PC & Mac)
  • Ability to prioritize effectively and execute tasks in a high pressure environment
  • Exceptional interpersonal skills, with a focus on rapport-building and listening
  • Extensive application support experience with MS Office, O365, Outlook, SharePoint, Lync etc.
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb information quickly and retain this knowledge for future reference
  • Working knowledge of a range of computer diagnostic utilities
  • Exceptional written and oral communication skills
  • Ability to present ideas in user-friendly language
  • Highly self-motivated with an attention to detail
  • Proven analytical and problem-solving abilities
  • Strong documentation skills


  • College diploma or university degree, technical degree from trade school in the field of computer science and/or 8 + years equivalent work experience in customer service with 3 + years being in a Management role