Manager of Helpdesk

Prosum; San Mateo (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

A leading IT service provider in California is seeking a dynamic Helpdesk Manager to lead a growing IT helpdesk team. In this role, you will oversee 24/7 support operations, manage employee performance, and work closely with vendors for escalations. The successful candidate will have extensive experience in IT support management, familiarity with ITIL framework, and excellent communication skills. This is an opportunity to drive service excellence in a fast-paced environment.

Qualifications

• Minimum of 5 years’ experience managing a multi-tier, enterprise-wide IT support team.
• Experience in developing and publishing services and SLAs.
• Expert level PC software and hardware troubleshooting skills.

Responsibilities

• Oversee daily operations of the helpdesk/desktop support team.
• Monitor employee performance and provide feedback.
• Work closely with vendors and customers for escalations and performance reports.

Skills

Service management experience

ITIL framework knowledge

PC software troubleshooting

Microsoft Office skills

Time Management

Verbal and written communication

Job description

Our client is is seeking a dynamic, experienced Helpdesk Managerto provide critical leadership and overall enterprise IT support knowledge to a business critical, growing IT helpdesk / desktop support team.

Job Description

Key Responsibilities:

• This position requires extensive interaction with our helpdesk / desktop support team on a daily basis which includes 24/7 support; including scheduling, shift coverage and paid time off requests, providing feedback, coaching/training, and disciplinary plans.
• Monitoring of employee performance through side by side and remote observations; reviewing results with each employee individually on a monthly basis; providing coaching and identifying additional training to assist employees in reaching required objectives and acknowledging progress and addressing area of opportunity on a team and individual basis.
• Working closely with team and to identify appropriate coaching plans for all employees in all key metrics; supervise the actions to achieve daily and monthly objectives; developing and maintaining all necessary records and documents associated with employee performance.
• Interaction with both our vendors and customers for escalations, daily/weekly/monthly reports, and weekly conference calls to review support performance and trending issues.
• Support areas managed/covered will include Tier I/II/III support across all technology areas (Systems, CRM, Network, Phone), Equipment asset management, set-up and configuration of new hire computers, phones, assisting with systems changes as it relates to new hires and/or employee terminations, Maintaining the technical integrity of all conference rooms, training rooms, and AV equipment

Qualifications

Position Requirements:

• Minimum of 5years’ experience managing a muti-tier, enterprise wide IT support/response team
• Experience developing and publishing services and SLAs.
• Demonstrated strong service management experience/knowledge in implementing and managing key Information Technology Infrastructure Library (ITIL) framework areas including incident management, problem management, request management, change management, knowledge
• Expert level PC software and hardware troubleshooting skills
• Strong skills in Microsoft product line including: Windows 7, Windows 8, Outlook, Word, Excel and PowerPoint
• Experience working with executive/business leaders to identify needs and create solutions
• Strong verbal and written communication skills capable of working with all levels of staff
• Time Management and Organization skills for effective multitasking to meet deadlines.
• Willing to manage and work a rotating, on-call schedule.

Additional Information

All your information will be kept confidential according to EEO guidelines.