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Help Desk Services Manager; Managed Services

3 months ago

Springfield Illinois, United States Connection Full time

Overview:
Connection Services has a fantastic opportunity for a Help Desk Manager, working Remotely.

Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO, bonus, excellent benefits; opportunity for growth.

*REMOTE*Working under minimal supervision of Director PMO, the Manager of Help Desk Services ensures delivery of quality support services and evaluates / improves processes, communication, and consistency of the Help Desk team in support of increasing first contact resolution for our external Help Desk Services customers.

The Manager improves service desk processes, measurements, communications and reporting.

The Manager leads and coaches Help Desk technicians in order to improve efficiency and technical aptitude and maintains the day-to-day operations for the Help Desk as well as the daily responsibilities of the Help Desk team.

The Manager also leads the supporting operational teams including the Depot Services and the field labor dispatch teams.

Management responsibilities include managing schedules, on-boarding / off- boarding technicians, coaching team members, ensuring customer ticket queues are managed per operating standards, completing daily / weekly / monthly metric reporting, ensuring depot service orders are entered correctly, field technicians are sourced, scheduled, and coordinated, and that all established SLAs are attained.

The Manager, Help Desk Services drives all the support delivery and performance / quality issues to resolution and functions as the main contact for any high-level escalations.


Responsibilities:
Primary Job Duties

Serves as primary contact for all external customer Help Desk Services project escalations. Facilitates and participates in monthly and quarterly activity and performance reviews with clients.


Acts, in conjunction with other service delivery management, as a liaison between clients and Connection team, with regard to Help Desk services.


Keeps clients and Connection management promptly apprised of any situations, circumstances, problems, trends, or issues regarding the Help Desk functions that reasonably warrant their awareness or involvement of which clients otherwise should reasonably be, or would reasonably expect to be, promptly informed.


Provides guidance regarding industry "best practices" and/or known trends as they apply to help desk support services and related deliverables.

Ensures that all relevant documentation is accurate and up to date.

Defines key goals and expectations for the service desk staff, in conjunction with the Director of PMO.


Ensures proper solutions and knowledge management best practices are followed, and integrates continual service improvement processes to continually refine and improve service desk performance.

Understands the ITSM framework and identifies gaps in processes while offering solutions to fill them.

Provides overall management of the Help Desk team.


Actively manages, oversees, coordinates, distributes workload, monitors, and reviews the day-to-day performance of Help Desk support resources, in such a manner as to consistently and reliably achieve the service levels.

Trains, coaches and mentors Help Desk support resources.

Establishes key metrics and develops / provides effective reporting of SLAs, KPIs, and trends.

Manages the daily activities of the help desk team and processes / documents escalation paths

Provides technical mentorship and coaching to the service desk team.

Leads the process for staff process improvement plans, performance reviews, on-boarding and off-boarding.

Ensures proper staff levels as it relates to work load and client expectations.


Ensures timely and accurate recording of hours worked, approves paid time off as appropriate, and approves timecards for biweekly payroll submission.

Provides overall management of the Technician Dispatch team.


Actively manages, oversees, coordinates, distributes workload, monitors, and reviews the day-to-day performance of TDT resources, in such a manner as to consistently and reliably achieve the service levels.

Reviews field labor vendors and platforms to ensure an efficient field labor staffing model is being executed.

Trains, coaches and mentors TDT support resources.

Establishes key metrics and develops / provides effective reporting of SLAs, KPIs, and trends.

Manages the daily activities of the TDT team and process / document escalation paths.

Provides technical mentorship and coaching.

Leads the process for staff process improvement plans, performance reviews, on-boarding and off-boarding.

Ensures proper staff levels as it relates to work load and client expectations.


Ensures timely and accurate recording of hours worked, approves paid time off as appropriate, and approves timecards for biweekly payroll submission.

Provides overall management of the Depot Services team.


Actively manages, oversees, coordinates, distributes workload, monitors, and reviews the day-to-day performance of Depot Services support resources, in such a manner as to consistently and reliably achieve the service levels.

Trains, coaches and mentors Depot Services support resources.

Establishes key metrics and develops / provides effective reporting of SLAs, KPIs, and trends.

Ensures depot order queues are managed appropriately.

Manages the daily activities of the Depot Services team and process / document escalation paths.

Provides technical mentorship and coaching to the Depot Services team.

Leads the process for staff process improvement plans, performance reviews, on-boarding and off-boarding.

Ensures proper staff levels as it relates to work load and client expectations.


Ensures timely and accurate recording of hours worked, approves paid time off as appropriate, and approves timecards for biweekly payroll submission.

Ensures proper maintenance and administration of ticketing platforms and all aspects including forms, workflows, categories, etc.

Processes and documents escalation paths and provide status updates to client regarding escalated tickets.

Provides technical support as needed.

Performs all other duties or special projects as assigned.

Min:
USD $90,000.00/Yr.

Max:
USD $(phone number removed)/Yr.

Qualifications:

Qualifications:
Proven professional level IT work within a fast paced IT Help Desk environment


Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros.


Experience working with supporting technologies, including, but not limited to, remote assistance, Active Directory, group policy, SCCM, and industry-standard ITSM platforms such as ServiceNow, Remedy, etc.

Knowledge and experience in call center environments

Familiarity with field labor procurement platforms

Mature understanding of IT help desk management with a proven track record of delivering results and introducing key ITIL disciplines

Knowledge of IT applications, processes software and equipment; troubleshooting complex hardware/software issues

Comprehensive knowledge of desktop operating systems and applications

Lead by example and demonstrate the highest level of integrity

Proven leadership ability to include mentoring, coaching, counseling and team building skills

Skills in leading people and getting results with a strong customer service orientation

Understanding of support tools, techniques and how technology is used to provide IT services

Skills in defining and documenting standard operating procedures and how to use to improve service level agreements

Strong customer service ethic

Ability to explain/relay IT and complex issues to various levels of end-users

Ability to prioritize activities and multi-task in a high-stress environment

Solid analytic and organizational skills

Good listening skills with ability to receive information completely and understand what is being said

Adaptable with ability to switch tasks based on shifting priorities

Excellent verbal communication skills with ability to present professional demonstrations

Creative with ability to develop original solutions to problems

Decisive with ability to make a prompt determination and substantiate decision if challenged

Interpersonal skills with ability to work well with all levels of the organization

Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines

Quick study with ability to master a situation or learn new things with minimum direction or training

Supportive mentor with ability to guide and develop team members

Additional preferred competencies or preferred qualifications, if any:

A+, Net+, HDI - preferred, not required

Successful performance in this role requires exceptional customer service skills, deep understanding of help desk support processes and operational experience managing a customer[1]facing help desk in a highly dynamic organization