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Help Desk Manager

1 month ago

Newtown Square, United States 7N Full time
  • MUST HAVE experience building out a centralized Service Desk to support users across the company. Continue to provide support while transitioning from decentralized model.
  • Establish processes and procedures based on best practice to formalize and enhance the Service Desk function.
  • Set support criteria and metrics to optimize service desk workflow and performance management. Collaborate with project teams, application development, infrastructure teams, and end-users to ensure efficient system functionality.
  • Work with the management team to develop and maintain standard operating procedures (SOP) and service level agreements (SLA) with estimated delivery timelines for common support tasks.
  • Lead and inspire the service desk staff, conducting performance reviews and fostering professional development. Hire, train and retain staff for the Service Desk.
  • Provide hands-on support as necessary.
  • Ensure service desk team's adherence to established SOPs and SLAs while communicating status updates to IT Senior Management.
  • Maintain ownership of the Service Desk Platform, FreshDesk, tracking progress and ensuring high-quality support work by service desk resources.
  • Drive accountability for time and work effort entered in the service desk platform, while effectively communicating ideas for process improvement and fostering a positive and constructive attitude.
  • Keep IT Senior Management and other stakeholders informed about work efforts and challenges that may impact business relations.
  • Perform other related duties as required by IT Senior Management.


Technical skills: Active Directory, EntraID, InTune, O365, hardware provisioning and support, experience with FreshDesk a plus

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