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.

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