Manager, Help Desk North America

2 weeks ago

Uniontown, United States Securitas Electronic Security Inc Full time

Securitas Technology Corporation is a division of Securitas AB, the largest protective services provider in the world with over 330,000+ Securitas Heroes across the world.

Securitas Technology offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the Securitas Technology Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.

The IT Helpdesk Manager is a key member of the Securitas Technology IT Team and will serve as part of a larger team dedicated to overseeing the daily operations of the IT helpdesk, ensuring efficient resolution of technical issues, and providing excellent customer service to internal stakeholders.

The ideal candidate will have experience working in a high-pressure environment, a dynamic team player that understands the importance of collaboration and communication. Applicants must possess a professional demeanor and be self-motivated, having a strong desire to learn while maintaining flexibility and understanding that the scope of services and protocols will evolve along with our organization’s mission of improving IT business delivery for underserved populations.

Why is this role critical?

The IT Helpdesk Manager will serve as the primary leader implementing, managing, and running the day to day to ensure the highest level of customer service. This role will play a large part in creating the processes needed to coordinate with multiple teams across IT in a large organization.

Responsibilities

  • Team Leadership:
    1. Manage and lead a team of IT support professionals, including helpdesk technicians and support specialists.
    2. Provide mentorship, guidance, and training to team members.
    3. Foster a positive and collaborative work environment.
  • Helpdesk Operations:
    1. Oversee the day-to-day operations of the IT helpdesk, ensuring timely and effective support for end-users.
    2. Monitor ticket queues, prioritize tasks, and allocate resources appropriately.
    3. Implement and maintain ITIL best practices for incident, problem, and change management.
  • Technical Support:
    1. Troubleshoot and resolve escalated technical issues, providing hands-on assistance when necessary.
    2. Ensure the team follows established procedures for issue resolution and documentation.
    3. Collaborate with other IT teams to address complex technical challenges.
  • Customer Service:
    1. Uphold a high standard of customer service by addressing user concerns promptly and professionally.
    2. Gather feedback from end-users and identify areas for improvement in service delivery.
  • Performance Metrics:
    1. Establish and monitor key performance indicators (KPIs) to measure the efficiency and effectiveness of the IT helpdesk.
    2. Analyze performance data to identify trends, bottlenecks, and areas for improvement.
  • Technology Management:
    1. Stay current with emerging technologies and industry trends.
    2. Collaborate with the IT leadership team to implement and maintain IT infrastructure that supports efficient helpdesk operations.
  • Audit & Compliance:
    1. Ensure compliance with SOC2 or ISO27001 within helpdesk processes.
    2. Understand and communicate IT Policies and Standards.
Preferred Qualifications
  • Bachelor’s degree in information technology, Computer Science, or related field preferred
  • 5+ years’ experience in a helpdesk or technical support role.
  • Previous experience in a supervisory or managerial capacity to include hiring.
  • Strong knowledge of ITIL best practices, ServiceNow experience.
  • Excellent communication, leadership, and interpersonal skills.
  • Call center or alarm monitoring security industry experience.

We are a nationwide provider of security solutions and an equal opportunity employer committed to a diverse workforce. Our core values of Integrity, Vigilance and Helpfulness are proudly demonstrated daily by our employees to our customers and the communities we service.

  • Content Marketing Manager

    3 weeks ago

    Uniontown, United States Securitas Technology US Full time

    Securitas Technology Is a world leader and global provider of security, health and safety solutions and services. We're guided every day by our commitment to making the world a safer place, and we're looking for a North American Marketing Manager to accelerate our ability to do so by bringing the brand to life and helping to drive every aspect of marketing,...

  • Content Marketing Manager

    1 month ago

    Uniontown, United States Securitas Electronic Security Inc Full time

    Securitas Technology Is a world leader and global provider of security, health and safety solutions and services. We're guided every day by our commitment to making the world a safer place, and we're looking for a North American Marketing Manager to accelerate our ability to do so by bringing the brand to life and helping to drive every aspect of marketing,...

  • Front Desk Attendant

    5 days ago

    Uniontown, United States Wingate by Wyndham Full time

    Benefits of Working with our Company! * Friendly Team Environment * * Flexible Schedule * * 24 Hour Operation * * Great multi-chain hotel discount! * The ideal candidate for the Front Desk Attendant position, will have excellent customer service skills! (Preferred but not necessary.) · Ability to multi-task and problem solve. · Proficient computer...

  • Front Desk Agent- All Shifts

    5 days ago

    Uniontown, United States Cambria Hotel & Suites Akron-Canton Airport Full time

    Job Summary: We are looking for  attentive, engaging, and service-oriented hotel Front Desk Clerks to join our team. Availability for all shifts a plus, including night audit, and includes holidays and weekends. Hotel Front Desk Clerks are the first in-person contact for hotel guests realized and unrealized needs throughout the hospitality experience....

  • Front Desk Agent- All Shifts

    4 days ago

    Uniontown, United States Cambria Hotel & Suites Akron-Canton Airport Full time

    Job DescriptionJob DescriptionJob Summary: We are looking for  attentive, engaging, and service-oriented hotel Front Desk Clerks to join our team. Availability for all shifts a plus, including night audit, and includes holidays and weekends. Hotel Front Desk Clerks are the first in-person contact for hotel guests realized and unrealized needs throughout...

  • Hotel Front Desk Agent

    3 days ago

    Uniontown, United States PROSPERA Full time

    Job DescriptionJob DescriptionDescription:The Hilton Garden Inn Uniontown is looking to hire a Front Desk Agent/Night Auditor to work in our Front Office.This position is of great importance to the hotel and is a common stepping stone to positions of increasing responsibility in the industry.ESSENTIAL RESPONSIBILITIES:Checks guests in and out of the...

  • Travel LPN

    5 days ago

    Uniontown, United States IDR Healthcare Full time

    IDR Healthcare is seeking a LPN / LVN for a travel job in Uniontown, Pennsylvania. Job Description & Requirements Specialty: LPN / LVN Discipline: LPN / LVN Start Date: ASAP Duration: 13 weeks 40 hours per week Shift: 8 hours Employment Type: Travel IDR Healthcare is an awarding winning staffing firm that believes it is a privilege and awesome...

  • Recruiter / Account Manager

    3 days ago

    Uniontown, United States Creative Financial Staffing Full time

    CFS is hiring a full-desk Executive Recruiter to join our team in Uniontown! This sales role is responsible for obtaining new clients and maintaining existing accounts; recruiting top accounting and finance talent; "match making" professionals with opportunities; and building long-standing relationships with accounting and finance decision makers. About...

  • Chiropractic Assistant

    1 month ago

    Uniontown, United States Chiropractic Pain Relief Center Full time

    Job DescriptionJob DescriptionWe are currently seeking a friendly organized and friendly individual to help with daily operations in a Chiropractic office. Duties include answering phones to schedule appointments processing patients at the front desk and placing patients on therapy. A successful candidate will have the following skills and qualifications to...

  • Phlebotomist/ Laboratory Technician

    5 days ago

    Uniontown, United States STG International Full time

    Reference #: 226177 Phlebotomist/ Laboratory Technician Category Current Openings --> Healthcare Job Location 627 Pittsburgh Rd Suite 2, Fayette, Pennsylvania Tracking Code 14180 Position Type Full-Time/Regular STGi is currently seeking a Phlebotomist/Laboratory Technician to provide services at our Community Based Outpatient Clinic. The general duty of...

  • Patient Service Specialist

    5 days ago

    Uniontown, United States Cleveland Clinic Full time

    Join the Cleveland Clinic team in Green, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career...

  • Assistant Manager

    5 days ago

    Uniontown, United States Kwik Fill Full time

    Pay Rates : Minimum Pay: $12.95 per hour and Max Pay: $14.95 per hour. Company Conformance Statements  In the performance of their respective tasks and duties, all employees are expected to conform to the following:  Perform quality work within deadlines with or without direct supervision. Interact professionally with other employees, customers,...

  • Accounting Manager

    2 days ago

    Uniontown, United States Securitas Electronic Security Inc Full time

    Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With...

  • Night Shift Manager

    5 days ago

    Uniontown, United States Taco Bell Full time

    Night Shift Manager / Hourly Manager Uniontown, OH Shift Manager / Hourly Manager (Must be 18+ Years of Age) Are you a highly skilled and motivated individual looking for an immediate opportunity in the food & beverage industry? Do you thrive in a dynamic and fast-paced environment? Do you like to be up late and work past midnight? If your answer is yes,...

  • Shift Manager

    2 weeks ago

    Uniontown, United States SONIC Drive-In Full time

    JOB DESCRIPTION Restaurant Shift Manager WE ARE HIRING FOR BOTH FULL-TIME AND PART-TIME SHIFT MANAGERS! The Job: As a SONIC Drive-In Shift Manager, you are responsible for assisting the General Manager and Assistant General Manager in managing the daily operations of the restaurant to provide quality food in a clean, safe, and efficient manner so...

  • staff - Registered Nurse (RN) - Home Health Case Management - $40-80 per per visit

    1 week ago

    Uniontown, United States Alternate Solutions Health Network LLC Full time

    Job DescriptionAlternate Solutions Health Network LLC is seeking a Registered Nurse (RN) Home Health Case Management for a nursing job in Uniontown, Ohio.Job Description & RequirementsSpecialty: Case ManagementDiscipline: RNStart Date: ASAPDuration: OngoingEmployment Type: StaffAgency:Summa Health at Home and HospiceOur culture and people are what set us...

  • Accounting Manager

    1 month ago

    Uniontown, United States Securitas Electronic Security Full time

    Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With...

  • Accounting Manager

    1 month ago

    Uniontown, United States Securitas Electronic Security Inc Full time

    Securitas Technology, part of Securitas, is a world-leading provider of integrated security solutions that protect, connect, and optimize businesses of all types and sizes. More than 13,000 colleagues in 40 countries are focused daily on our purpose to help make your world a safer place and our commitment to deliver an unparalleled client experience. With...

  • Assistant Center Manager

    5 days ago

    Uniontown, United States Valvoline Instant Oil Change Full time

    What You'll Do: As an Assistant Service Center Manager (ASCM), you are the right hand of the Service Center Manager. You are responsible for taking the lead in helping build a high-performance team capable of differentiating Valvoline Instant Oil Change's (VIOC) service experience from all other providers. In addition to working on cars and taking care of...

  • SMG-Advanced Practice Professional-Hospitalist- PRN

    2 weeks ago

    Uniontown, United States WVU Medicine Full time

    Welcome! We're excited you're considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you'll find other important information about this position. The West Virginia University Health System, the state's largest health system and largest...