Help Desk Operations Manager

3 weeks ago

Dallas, Texas, United States Hunt Consolidated, Inc. Full time

Job Summary:

The Help Desk Supervisor is responsible for overseeing daily operations and prioritizing tasks for the Help Desk team, ensuring service level agreements and key performance indicators are achieved.

This role involves assessing the help desk team's processes and performance metrics, identifying and implementing changes where needed to enhance efficiency, reduce response times, and improve both customer satisfaction and the team's productivity.

The supervisor will also manage escalated customer issues to resolution on behalf of the Help Desk team and assist other members of the Global EUS team when necessary.

Decision-making and problem-solving should align with the Company Culture, Values, and Strategic Goals of Hunt Energy and its associated enterprises.

Key Responsibilities:

  • Supervise, train, and mentor the help desk staff, ensuring they have the skills and knowledge to provide quality service to customers and staff.
  • Monitor and manage the help desk tickets, ensuring that they are assigned, prioritized, resolved, and closed in a timely and professional manner.
  • Provide technical support and troubleshooting for complex issues, escalating them to the appropriate level when necessary.
  • Establish and maintain service level agreements, policies, and procedures for the help desk operations, ensuring that they are aligned with the organizational goals and standards.
  • Ensure ticket quality is maintained through regular supervision and promote the development of IT knowledgebase.
  • Prepare and analyze reports on the help desk activities, metrics, and trends, identifying areas of improvement and recommending solutions.
  • Coordinate and communicate with other IT departments and external vendors where needed to ensure the smooth delivery of IT services and projects.
  • Proactively identify potential issues that could adversely impact customer experience and follow through on action steps.
  • Keep abreast of the latest technologies, trends, and best practices in the IT industry, and provide feedback and suggestions for improvement.
  • Manage operational tasks and processes assigned to the help desk team.

Requirements:

  • Strong knowledge of IT systems, applications, hardware, software, and networks.
  • Excellent communication, interpersonal, and customer service skills.
  • Ability to work under pressure, multitask, and prioritize tasks in a fast-paced environment.
  • Ability to lead, motivate, and coach a team of diverse and talented individuals.
  • Ability to analyze data, identify problems, and propose solutions.
  • Ordering, receiving, tracking, and issuing hardware, software, and peripherals to end users.
  • Must have basic knowledge of ITIL and have worked with an industry-standard ITSM tool (i.e., Helix, ServiceNow, Remedy, Cherwell, HEAT).
  • Certification in ITIL, CompTIA, Microsoft, or other relevant fields is a plus.

Preferred Qualifications:

  • An associate degree or bachelor's degree in computer science or a related technology background is strongly preferred.
  • At least three years of experience in a supervisory or leadership position. Preferably in a help desk leadership position.
  • High School Diploma
  • Industry-standard IT certifications (A+, Microsoft Office, MCP) a plus

About Hunt Consolidated, Inc.:

Hunt Consolidated, Inc. is a privately held exploration and production company that has successfully conducted worldwide petroleum operations for nearly 90 years.

The company is committed to a diverse and inclusive workplace and is an equal opportunity employer.

Benefits:

  • 401K - 12% employer contribution with no vesting period (6% Match and 6% non-matching contribution)
  • Highly competitive compensation
  • Five to eight weeks of PTO annually based on years of experience; eleven additional holidays per calendar year
  • All Medical/Dental/Vision benefits start day one with the company; low employee premiums
  • Education Assistance Program
  • Free covered employee parking for Dallas HQ-based employees
  • Free specialty coffee bar in the Dallas HQ

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