Job Summary

The Help Desk Manager is responsible for overseeing the daily operations of the IT support team, ensuring timely and effective resolution of technical issues for associates. This role involves managing help desk staff, implementing best practices and service level agreements (SLAs), monitoring performance metrics, and continuously improving support processes. The Help Desk Manager serves as a point of escalation for complex technical problems, provides leadership and mentorship to team members, and collaborates with other IT teams to enhance IT operations and associate satisfaction. Strong communication, problem-solving, and organizational skills are essential to drive efficiency and deliver exceptional support services.

Major Tasks, Responsibilities and Key Accountabilities

• Oversee daily Help Desk operations, ensuring timely and effective resolution of technical issues.
• Lead efforts to resolve trending technical problems by analyzing issues, determining the best course of action, providing direction, and reallocating resources as necessary.
• Select, develop, and motivate assigned staff, fostering a high performing, engaged team.
• Leverage the Help Desk Quality Assurance Program to monitor performance and coach associates on best practices according to internal SOPs.
• Develop and implement support processes and procedures to optimize service delivery and improve efficiency.
• Monitor and report on Help Desk KPIs and metrics to identify trends, improve response times, and enhance associate satisfaction.
• Lead technical root cause analysis activities with Help Desk Leads to prevent recurring issues.
• Communicate status of activities with the team, peers, management, and end-associates.
• Build strong relationships with associates and operational teams to understand needs and resolve business issues.
• Collaborate with cross-functional teams to identify, plan, and implement solutions that save time and effort.
• Manage and track the progress of multiple projects, ensuring they stay on scope, schedule, and budget.
• Execute project plans from initiation through completion with alignment to organizational goals.
• Build upon the current roadmap and cast vision for the future state of the Service Desk, driving continuous improvement initiatives.

Preferred Qualifications

• 7 plus years99 experience in related field; 3-5 of which is in a leader/team lead capacity.
• Bachelor's degree in Computer Science or related field preferred.
• Experience in systems development and project management.
• Experience in a matrix management environment.

Career Level Dimensions

• Typical Training/Experience
• Typically requires BS/BA in a related discipline.
• Generally, 7+ years of experience in a related field.
• May require certification.
• Advanced degree may offset less experience in some disciplines.

Problem Complexity

• Solutions require analysis and investigation.

Autonomy

• Achieves planned results by decisions and actions based on professional methods, business principles, and practical experience.

Leadership

• Manages a group or team of professional individual contributors and/or indirectly supervises support staff.

Environmental Job Requirements

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Typically requires overnight travel less than 10% of the time.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.
• On rare occasions there may be a need to move or lift light articles.
• This role is onsite in our corporate office.