Help Desk Manager

Description:

This individual is an intellectually curious problem solver who lives to understand the problems that drive our technology incidents/calls. This person is an avid collaborator who is adept at bringing different leaders, including executives, to the table to help deliver continuous improvement to our technology. Our ideal candidate can shift between strategic and tactical initiatives, maintaining the highest service levels to our internal customers while constantly looking for opportunities to move the IT Operations department forward. A true leader, the right individual will be able to direct and inspire the team to deliver exemplary service with empathy and urgency.

Duties and Responsibilities

• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team. • A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team. • An ability to balance and plan the short-term actions of the team. • Knowledge and understanding of best practices for technology service management. • Strong communication skills, including the ability to be influential and persuasive with stakeholders. • An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk. • Able to learn the business and empathize with key stakeholders. • An ability to think critically about systems and to make adjustments consistently as needed. • Effectively manage, develop, and train the service desk team. • Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. • Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations. • Be aware of and manage the costs of running the service desk. • Build and maintains SLAs for all incidents and service requests. • Act as problem resolution manager for all critical issues • Conduct and share results from service and operation performance reviews. • Manage time effectively while setting the tone of the team through modeling and leadership.

Qualification & Experience:

• Bachelor’s Degree or equivalent in a related field • Minimum 7 years of experience in IT support • Minimum 3 years of experience leading a service desk