Manager, IT Help Desk and Service Delivery

2 weeks ago


Bensenville, United States Fortune International, LLC Full time
Job DescriptionJob Description

Summary of Position:

The Manager IT Help Desk and Service Delivery oversees the performance of Level 1 and Level 2 help desk services & support to company employees. Ensures that service levels are achieved, and customer expectations are met or exceeded by continuously improving the resolution procedures. Oversees the procurement, configuration and distribution of all end user computing hardware and manages IT Help Desk and service delivery vendor relationships.

Duties & Responsibilities:

  • Leadership of team of IT Help Desk and Service Delivery team members – some of which are not co-located.
  • Maintain high morale and motivate team members to go above and beyond the minimum requirements.
  • Ensure the IT Help Desk delivers outstanding customer experience for all end users.
  • Manage the activities of Service Delivery technicians to provide best-in-class technical support and end-user computing solutions.
  • Design and administer employee onboarding and off boarding technical processes and automation.
  • Facilitate the creation of network accounts, email accounts, and setup of laptops, desktops, tablets and computing peripherals.
  • Communicate with affected internal departments to report and resolve software, hardware, and operations problems. Facilitates the communication of system outages and impairments, ensuring clear and timely communication.
  • Monitor and measure the IT Help Desk function, maintaining high performance of KPIs such as First Call Resolution, Total Time to Resolution, etc.
  • Monitor and maintain a knowledge base regarding the resolution of common technical issues for use by Level 1 and Level 2 teams.
  • Develop standards, policies, and procedures for the IT Help Desk.
  • Develop and communicate standards for the use, operation, and security of the network, personal computers, and data.
  • Research and recommend purchases of computer hardware, computer peripherals, and software for all desktop computers and assist in budgeting.
  • Research and evaluate new technologies as needed.
  • Perform vendor relationship management duties for any IT Help Desk and Service Delivery partners, end user computing hardware vendors, wireless communication vendors, and computer hardware logistics vendors.
  • Prepare and administer training and communication materials for the company’s employees relative to technology changes and privacy and security matters.
  • Occasional travel to various company locations is required in support of the responsibilities above.

Minimum Requirements:

Experience:

  • 3 years of demonstrated excellence in leading IT Help Desk and Service Delivery team members.
  • Ability to set objectives and evaluate training needs for technical staff.
  • Skilled in prioritizing, assigning, reviewing and evaluating work.
  • Skill with IT product evaluation and selection.
  • Demonstrated vendor management skills for both IT product and IT services vendors.
  • Proven ability to establish methods and procedures to optimize IT Help Desk and Service Delivery functions.
  • 5 years of work experience in IT.

Education:

  • Bachelor’s degree or equivalent experience.

Preferred Requirements:

Experience:

Understanding of ITIL.



  • Bensenville, United States Fortune International, LLC Full time

    Job DescriptionJob DescriptionSummary of Position:The Manager Enterprise Infrastructure is responsible for leading a team in the development, implementation, and support of the company’s IT infrastructure. Key areas of responsibility include managing data center operations (whether on premise or cloud), LAN/WAN, telecommunications, on-premise IT equipment,...


  • Bensenville, United States Fortune International, LLC Full time

    Job DescriptionJob DescriptionSummary of Position:The Manager Enterprise Infrastructure is responsible for leading a team in the development, implementation, and support of the company’s IT infrastructure. Key areas of responsibility include managing data center operations (whether on premise or cloud), LAN/WAN, telecommunications, on-premise IT equipment,...


  • Bensenville, United States AFC Industries Full time

    **Customer Service/Inside Sales - Bensenville, IL** AFC Industries is a dynamic organization dedicated to providing supply chain management solutions for fasteners and assembly components to original equipment manufacturers, assembly plants, and other users of these products. We support a diverse industry base of manufacturers across a broad range of...

  • Desktop Support Engineer

    Found in: Appcast US C2 - 1 week ago


    Bensenville, United States Robert Half Full time

    Our client in Bensenville, IL is looking for a skilled Desktop Support Engineer for an onsite, 3-month contract, 30 hours per week. The ideal candidate will have 3+ years of experience being the sole IT support person offering onsite IT support for 100+ end users, addressing any questions or concerns, and resolving technical issues pertaining to software,...


  • Bensenville, United States AmTab Full time

    Job DescriptionJob DescriptionJob Title: Helpdesk Support Technician AmTab designs, manufacturers and furnishes high-impact learning environments.  We specialize in school cafeterias, computer and technology rooms, music and performance spaces, classrooms, science labs, and multi-purpose areas.  All AmTab products and services create inspiring learning...


  • Bensenville, United States Selby Jennings Full time

    Trade Operations Engineer (Night Shift) Needed in Chicago Introduction:Our client, a renowned financial firm based in the bustling city of Chicago is currently seeking an experienced and knowledgeable trade operations engineer to join their dynamic technology team. The ideal candidate will have experience supporting trading environments including PMs and...


  • Bensenville, United States Selby Jennings Full time

    Trade Operations Engineer (Night Shift) Needed in Chicago Introduction:Our client, a renowned financial firm based in the bustling city of Chicago is currently seeking an experienced and knowledgeable trade operations engineer to join their dynamic technology team. The ideal candidate will have experience supporting trading environments including PMs and...

  • Drawback Consultant

    1 week ago


    Bensenville, United States Expeditors Full time

    Company Description Tradewin is a leading international trade compliance consulting firm. We provide consultation and services that help companies become compliant with import and export laws and regulations. We also help clients find and implement opportunities to reduce costs, improve cycle times, minimize customs duties and enhance the visibility and...

  • Office Coordinator

    1 week ago


    Bensenville, United States PRAM TRANSPORTATION & LOGISTICS Full time

    Job DescriptionJob DescriptionWe are seeking an Office Coordinator to join our team! You will perform administrative functions, accounting and coordinate our truck shipments. If you are fresh out of school, you are also welcome.Responsibilities:In charge of our LTL trucking deskCoordinate shipments get picked up and deliveredAnswer emails...


  • Bensenville, United States CareerBuilder Full time

    Our team is seeking full time Social Media Manager who will report to the Sr. Director, Social Content & Strategy. This person would create engaging content to grow social accounts and support our direct to consumer audio strategy. The ideal candidate has prior social media experience in either audio and streaming services or another entertainment brand, and...

  • Production Planner

    7 days ago


    Bensenville, United States Century Metal Spinning Full time

    Job DescriptionJob DescriptionJob Scope and Skill Set:The Production Planner is responsible for resource planning via the ERP System (and other necessary tools), coordinating and/or monitoring of product flow through the entire production cycle. Additionally, provide timely planning and scheduling of manufacturing jobs to the manufacturing floor in order to...


  • Bensenville, United States Fortune International, LLC Full time

    Job DescriptionJob DescriptionSummary of Position:The Director of National Transportation is a strategic leadership role responsible for overseeing and optimizing the transportation and logistics needs of the organization. The role involves developing and executing comprehensive transportation strategies, oversight of the fleet and delivery drivers to...

  • Project Director

    1 week ago


    Bensenville, United States CareerBuilder Full time

    Job Description Job Description Project Director - Private Sector - BlueTeam We are BlueTeam is a U.S. based service provider specializing in commercial restoration, construction and roofing both domestic and international and our clients are the worlds premier commercial portfolio owners and operators. We are a turnkey provider for portfolio managers,...

  • Project Director

    2 weeks ago


    Bensenville, United States BlueTeam Full time

    Job DescriptionJob DescriptionProject Director - Private Sector - BlueTeam​We are…BlueTeam is a U.S. based service provider specializing in commercial restoration, construction and roofing — both domestic and international — and our clients are the world’s premier commercial portfolio owners and operators.We are a turnkey provider for portfolio...


  • Bensenville, United States Rentex Audio Visual & Computer Rentals Full time

    Job DescriptionJob DescriptionDo you want great benefits, great pay, training, and opportunity for advancement? Are you an AV person or have experience with repair and maintenance of electronic equipment? If that sounds like you, Rentex may be your next work home.In this hands-on technical role, you check and maintain Rentex rental equipment and...


  • Bensenville, United States Savino Del Bene Full time

    Savino Del Bene is a Global Freight Forwarding Company headquartered in Florence, Italy. With a network of more than 295 offices and over 5,500 employees across five continents, Savino Del Bene is one of the leading logistics company that offers import, export, customs brokerage services and warehousing third party solutions servicing several Vertical...


  • Bensenville, United States US Foods, Inc. Full time

    **ESSENTIAL DUTIES AND RESPONSIBILITIES** - Act as the central escalation point of contact for all internal merchandising inquiries related to product, specifications, availability, and substitutions from PSSA - Vacancy support and backup to COM and PSSA roles - Support Category Operations Managers with all analytics requests, local flyer item selection and...


  • Bensenville, United States Topocean Group Full time

    The Topocean Group, a leading global freight solutions and supply chain company with branch offices over the U.S. is offering full-time employment opportunities for **Airfreight Pricing Specialist** at our Chicago branch. We are searching for talented individuals who enjoy problem solving and self-motivated. An exciting career awaits the person who possesses...


  • Bensenville, United States Ascension Full time

    Ascension has provided thousands of associates and caregivers a rewarding career in healthcare since 1902. We strive to expand access to high-quality, low-cost, person-centered care and services for all. At Ascension BENSENVILLE, caregivers can find both a jumpstart to their careers and clinical education opportunities. If you are looking for a rewarding...


  • Bensenville, United States Al Warren Oil Company Inc. Full time

    Job DescriptionJob DescriptionLocation: Indianapolis, IndianaJob Type: Full-timeAt Al Warren Oil, we are the leading fuel and lubricant supplier for businesses in Northern Illinois, North-Central Indiana, and Southern Wisconsin. We are committed to providing exceptional customer service and high-quality products to our clients. We offer a world of...