Manager, IT - Help Desk

About This Role

Manage the daily operations of the IT Help Desk team to ensure timely and effective resolution of technical issues for associates. This role involves staff management, implementing best practices, monitoring performance, and continuously improving support processes.

Responsibilities

• Oversee daily Help Desk operations, ensuring timely and effective resolution of technical issues
• Lead efforts to resolve trending technical problems by analyzing issues and providing direction
• 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
• 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 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

Requirements

• 7+ years experience in related field
• 3-5 years in a leader/team lead capacity
• Experience in systems development
• Experience in project management
• Experience in a matrix management environment

Qualifications

• Bachelor's degree in Computer Science or related field preferred.
• 7+ years experience in a related field; 3-5 of which in a leader/team lead capacity.

Nice to Have

• Bachelor's degree in Computer Science or related field