Help Desk Team Manager

1 month ago

Houston, United States Stellantis Financial Services US Full time
Job DescriptionJob Description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary:

Manages the SFS Help Desk and related team members to provide consistent and high-quality customer service to all employees. Provides professional customer service and technical support to end-users to resolve software, hardware, and network-related issues for workstations, laptops, and peripheral equipment.

Essential Job Duties and Responsibilities:

  • Supervises and manages the Help Desk team members.
  • Provide training and coaching to Help Desk Technicians and manage and oversee their objectives.
  • Answers escalated calls and support for the Help Desk team members.
  • Monitors IT Help Desk queue accordingly and escalates and supports as needed.
  • Manages problem resolution, research, and follow-up for routine user problems, referring more complex issues to the appropriate resolver group or manager.
  • Tracks calls using the Help Desk ticketing system and reports Help Desk performance to Management and other Stakeholders.
  • Responsible for the supervision of installation, configuration, troubleshooting, repair, and maintenance of workstations, laptops, and peripherals (e.g., software, printers, copiers, and mobile devices).
  • Ensure SLAs are met and coach technicians on SLA performance as needed.
  • Completes job duties as assigned in a timely and professional manner in accordance with the IT Department standards.
  • Point of escalation for the IT Departments 24 x 7 on-call rotation and Help Desk support.
  • Compliance with all company and departmental policies and procedures.
  • This position requires access to personally identifiable information (PII) of consumers and must be protected in accordance with regulatory company policy.
  • Other duties may be assigned, and responsibilities and activities may change.

Qualifications and Competencies Required:

  • Experience
    • Minimum of 4 years work experience in an IT Service Desk environment.
    • Minimum of 2 years work experience in a team leader role
  • Education – requirements and/or certifications
    • High school diploma or equivalent
  • Skills required:
    • English fluency in reading and writing, Ability to communicate effectively both verbally and in writing.
    • Ability to self-manage, take initiative, work independently, and identify necessary activities without constant supervision. Ability to follow through on assigned tasks to successful completion.
    • Ability to apply critical thinking to problem-solving activities.
    • Working knowledge of all Microsoft Windows operating systems and server platforms. Must also have strong Desktop support skills with Windows 10, & 11, Microsoft Office Suite, Remote Desktop Support, and Active Directory management (password resets, account changes, etc.). Computer hardware knowledge of laptops and PCs is required.
    • Excellent time management, decision-making, prioritization, and organization skills. Working knowledge of antivirus and firewall solutions. Proven technical aptitude and customer service skills. The ability to adopt and champion new technologies as our platforms evolve.

Must live within a commutable distance of one of the following cities: Houston, TX

Physical Requirements:

Periods of sitting, standing, walking, close vision for computer work, speaking, hearing, driving if required. Reach, lift, and/or move up to 10 lbs. Reasonable accommodations will be reviewed upon request.

Stellantis Financial Services, Inc. (SFS) is an equal-opportunity employer and is committed to providing its employees with an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay, and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct, and other legitimate business reasons.

#li-hybrid

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