Help Desk Manager

2 weeks ago

Escondido, United States ARS National Services Full time

The Service Desk Manager is responsible for managing a team of Service Desk Technicians to support our corporate and remote locations and ensure that appropriate customer support service levels are met. This is a “hands on” technical role that requires excellent communication skills, technical ability, and active participation in Service Desk and system administration functions.

**Compensation**

The compensation for this exempt position will range from $90K - $120K annually based on qualifications and experience.

**Essential Duties**
- Ensure service requests are acknowledged and resolved in a timely manner with technical expertise and a superior level of customer service
- Provide technical expertise for complex Service Desk related issues and maintains the stability of daily operations (including on call and after-hours support)
- Establishes, plans, and implements the policies and procedures to support the Service Desk, PC and mobile device deployments, and desktop management services
- Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
- Perform quality monitoring to identify trends, validate accuracy and provide opportunities for improvement
- Partner with management regarding staffing, annual performance evaluations, promotions, and disciplinary action
- Manage department schedules, ensuring adequate shift coverage, manage time and attendance
- Manage the purchasing and inventory of equipment
- Manage the deployment, maintenance, support, and upgrade of all end user computing equipment (desktop computers, laptops, zero clients, peripheral devices, etc.)
- Manage the monitoring and maintenance of various IT systems
- Research and resolve difficult and complex problems escalated from the Service Desk technicians
- Evaluate new IT related products and services and suggests changes to existing products or services to better aide the end user and meet organizational objectives
- Acts as the face of IT to most of the organization and consistently demonstrates and encourages a high level of customer service and commitment to excellence in service delivery
- Demonstrates efforts for continuous improvements in departmental operations including decreasing turnaround times, streamlining work processes, and working cooperatively and jointly to provide quality and seamless customer service
- Helps lead business process reengineering and change management initiatives
- Responsible for completing higher level projects as assigned

**Competencies**
- Customer Focus - Is dedicated to meeting the expectations of internal and external customers
- Action Oriented - Enjoys working hard, is action oriented and full of energy for the things he/she sees as challenging, not fearful of acting with a minimum of planning, seizes more opportunities than others
- Decision Quality - Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment, sought out by others for advice and solutions
- Managing and Measuring Work - Clearly assigns responsibility for tasks and decisions, sets clear objectives and measures, monitors process, progress, and results, designs feedback loops to adjust progress
- Priority Setting - Zeroes in on the critical items, can quickly sense what will help or hinder accomplishing a goal, eliminates roadblocks, creates focus
- Process Management - Good at figuring out the processes necessary to get things done, knows how to organize people and activities, understands how to separate, and combine tasks into efficient workflow, and knows what to measure and how to measure it, can see opportunities for synergy and integration where others can’t, can simplify complex processes, gets more out of fewer resources
- Motivating Others - Creates a climate in which people want to do their best, can motivate many kinds of direct reports and team or project members, empowers others, invites input from each person and shares ownership and visibility

**Organization**
- Decision Quality - Making good and timely decisions that keep the organization moving forward.
- Drives Results - Consistently achieving results, even under tough circumstances.
- Communicates Effectively - Clearly communicates messages through appropriate channels and listens to understand and respond.
- Being Resilient - Rebounding from setbacks and adversity when facing difficult situations.

**Technical and/or Functional Skills & Knowledge**
- Demonstrated ability to establish and monitor customer service standards
- Ability to lead teams effectively through structured coaching and leading by example
- Strong organizational, problem-solving, and analytical skills, with the ability to manage multiple priorities
- Exceptional interpersonal, written, and verbal communication skills. Ability to explain difficult technical material clearly to varying levels of proficiency
- Ability to adapt, be flexible and manage change effectively and transparently
- Mai

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