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Help Desk Manager

3 months ago

Ogden, United States Stealth Full time

Help Desk Manager

Hybrid Ogden, Utah


The Help Desk Manager will take a leadership role in the daily operations of the Support Technician team. Primary responsibility will be effectively running the Support Desk and ensuring issues and requests are handled efficiently. Under the general direction of the VP Information Security, the Help Desk Manager will provide day-to-day assistance for the support team members in the areas of customer service, managing tickets, and resolution of technical support issues. This role is customer-service oriented, and the ideal candidate will be proactive in anticipating issues, researching solutions, and resolving problems.


Our ideal candidate is an innovator and driver of change, is a superhero when it comes to collaborating, and thinking about how new technologies and strategic thinking can change the game. This person has previous IT customer service/support experience, management experience, excellent communication skills, and is a natural problem solver and a quick learner.


What you’ll do:

  • Manage Daily Activities of the Technical Support Team: Coordinate schedules, verify time clocks, manage the ticketing queue in Halo ITSM, assign or reassign tickets as needed, and delegate customer service duties to appropriate team members to ensure smooth operations. Responsible for establishing and reporting on KPIs for the support team.
  • Direct Customer Interaction: Work directly with end customers, third-party vendors, and partners as needed.
  • Handle Real-Time Client Escalations: Act as the initial point of contact for all client escalations, ensuring quick and effective resolution through excellent negotiation and listening skills.
  • Train and Empower Team Members: Provide ongoing, real-time training and support, fostering an environment of growth and mastery. Assist team members experiencing difficulties by providing active peer coaching/training on operational tasks and soft skills, including call reviews and messaging audits.
  • Participate in the On-call Rotation: Provide support to internal users, conduct initial troubleshooting efforts, and escalate to Tier2/3 admins or engineers any critical issues.
  • Managing Halo ITSM: Administrative control of the Halo ITSM platform including creation of, and medication to forms, FAQs, workflows, etc. Responsibilities include Request fulfillment, Incident management, Access management, Change management, Asset management, and Knowledge Base.
  • Safeguard Team Alignment: Ensure team alignment with stated goals, guidelines, and objectives. Lead by example in upholding company policies, standards, and values.
  • Feedback and Process Improvement: Regularly provide feedback to the help desk team and others within the department. Work closely with decision-makers and other departments to regularly identify, recommend, develop, and implement process and systems improvements to enhance the customer experience and drive team efficiency. This includes providing feedback on internal software and processes as well as our software offerings and being able to proficiently communicate technical status to non-technical sales, and management personnel.
  • Special Projects & Additional Responsibilities: Take ownership of and/or assist with special projects as assigned, as well as additional responsibilities as necessary.


Who you are:

  • A Great Communicator: Your active listening, negotiation, and teaching skills are exceptional. You are comfortable talking on the phone, writing emails, and responding professionally to text messages. You can convey ideas efficiently and succinctly. You rarely get tripped up when speaking to someone, no matter the situation. Conflict resolution comes naturally to you.
  • A Creative Problem Solver: You can work yourself out of just about any problem and use any and all tools at your disposal to do so. You think quickly on your feet and can foresee multiple solutions to a problem in order to execute on the best one.
  • Tech Savvy: You have a wide range of experience with different types of technology and an aptitude for mastering new software and systems faster than you can say gigabyte.
  • A Master Multitasker: You’ll be working with multiple teams, juggling needs and deadlines, managing metrics, reviewing accounts, and working with multiple support tools.


Requirements & Experience:

  • Bachelors degree in Computer Science, Computer Information Systems, Management Information Systems, or related field or other additional education is a plus
  • 3-5 years of verifiable, progressive, professional IT work experience
  • 2 years experience leading and managing a team, delegating tasks, and directing projects to completion demonstrated by previous professional success
  • Thorough knowledge of personal computer operating systems, and software packages including Mac and Windows operating systems, e-mail, and other programs including cloud-based applications and services
  • Ability to define technical problems, analyze root cause problems, research possible solutions, and execute corrective action and/or implement solutions in support of department and company goals with minimal to no guidance or assistance
  • Ability to read, write, analyze, and interpret general business documents, professional journals, technical procedures, or governmental regulations
  • Excellent verbal, written, analytical, presentation, and interpersonal skills, and the ability to draft coherent and effective business correspondence
  • Ability to work independently and as a team member under tight deadlines and changing priorities
  • Ability to prioritize and handle multiple tasks simultaneously
  • Call Center experience is a plus