Help Desk Manager

2 weeks ago

San Diego, United States Road Runner Sports Full time

Join Road Runner Sports as our next **Help Desk Manager **and use your talents to support our team and their IT needs In this role you lead the Service Desk team, providing first-level hardware, software, networking, and telecom support to internal customers. You will advise on critical department projects and expand the overall service desk capabilities. You’ll manage the processes around receiving incoming calls and trouble ticket requests, diagnose problems, and provide solutions.

As part of Road Runner Sports team, you will help foster a culture that inspires everyone to get moving, stay active and live healthy.
- **Duties and Responsibilities**:_

**Strategy & Planning**:

- Establish and enforce service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
- Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Plan and conduct performance appraisals of Service Desk staff and coach the team to maximize their abilities.
- Plan and coordinate hardware and software refreshes based on the approved timeline by Sr. Management

**Acquisition & Deployment**:

- Collaborate to identify and/or procure Service Desk software for internal Team Members and external clients.
- Conduct research on emerging products, services, protocols, and standards in support of Service desk technology procurement and development efforts.
- Serve as Subject Matter Expert on leading systems-related technologies, performance management principles, TCP/IP protocols, LAN/WAN, switches, routers and firewalls, and information security as applied to systems.
- Partner with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

**Operational Management**:

- Design and enforce request handling and escalation policies and procedures.
- Monitor and test fixes to ensure problems have been adequately resolved.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Track and analyze trends in Service Desk requests and generate statistical reports.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
- Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
- Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
- Oversee the development, implementation, and administration of Service desk staff training procedures and policies.
- Train, coach, and mentor Service Desk Technicians and other junior staff.
- Ability to travel for special project assignments.

**Organizational Support**:

- Oversee the entire Service Desk team with responsibility for regular management duties (ie. Time-off requests, discipline, raises, hiring/firing with approval from Sr. Management)
- Ensure end users receive the appropriate assistance and communication for all requests handled by IT Department via the Service desk request system.
- Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions.
- Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
- Reduce support costs by efficient use of resources and technologies.
- Benchmark, analyze, report on, and make recommendations for the improvement and growth of the IT systems.
- Develop and implement all IT policies and procedures related to IT support of the systems at FHI.
- Responsible for the practice of asset management for IT hardware, software, and equipment including reporting and planning of hardware and software refresh cycles.
- Responsible for updating internal and external knowledge base articles for reference by Service desk associates and end-users as needed.
- Responsible for the setup and maintenance of the Service desk system
- Responsible for regular communications with the end users about upcoming updates and helpful articles
- **Qualifications**:_
- Bachelor’s degree in related field combined with 3 years work experience with a focus on leading technology and practices for systems solutions.
- Microsoft Windows systems.
- Mac OS
- Microsoft Office 365 administration.
- Telecom experience a plus.

**Job Types**: Full-time, Part-time

Pay: $90,000.00 - $105,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift

Ability to Relocate:

- San Diego, CA 92111: Relocate before starting work (requ

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