Help Desk Manager
Help Desk Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 100000 - 136000
1 Vacancy
Job Description
OVERVIEW:
The Information Technology team provides outstanding information technology to fellow employees so they can best serve our customers.
The Help Desk Manager works collaboratively with the Help Desk team to ensure exceptional customer service encourage professional growth of team members and optimize processes for efficiency and quality.
The Help Desk Manager will join the IT Leadership Team to provide accountability for the responsibilities of the role and to help with the technology strategy. For example the manager will provide input on SLA staff levels budget and Technology Roadmap that aligns with Encores business strategy.
Compensation for this Position:$100000 $136000 USD Annually (depending on experience)
PLEASE NOTE: This role is based onsite at our office in Lakewood CO.
General Responsibilities
- Maintain open communication lines with all working relationships
- Follow up to ensure items for which the job is accountable are performed
- Earn and maintain customers trust
- Uphold the core values of the organization
- Work well with others to accomplish the mission of the organization and of the job
Specific Responsibilities
Mission of the Role
- Customer Service Champion: Collaboratively lead the Help Desk to deliver exceptional technical support and customer service ensure prompt and effective resolution of IT issues and to measure and maintain high user satisfaction
- Team Mentor: Collaboratively develop and mentor a team of help desk professionals fostering a collaborative and supportive environment that encourages professional growth knowledge sharing and a proactive approach to problemsolving
- Process Optimizer: Continuously and collaboratively improve the help desk processes and workflows leveraging technology and best practices to enhance efficiency reduce response times and increase overall service quality that meets the needs of Encore
Key Processes
- User Support & Training: provides effective user support and training to ensure effective use of technology and enhance overall user experience
- Job Site Support: Setup up technology and conduct regular checkins with job sites
- End Point Management / Patching: Ensure that all devices are uptodate with software updates
- Incident Management: Resolving ITrelated issues reported by users ensuring minimal disruption to business operations
- Service Request Management: Processing requests for new services software hardware and other ITrelated needs
- Problem Management: Identifying and addressing the root causes of recurring incidents to prevent future occurrences
General
- Set written and measurable expectations for each member of the team
- Analyze ticket data to identify trends and areas for improvement
- Monitor help desk metrics to evaluate team performance and make recommendations for improvements
- Maintain inventory of hardware and software for issue resolution
- Coordinate with other departments to resolve issues outside the scope of the help desk
- Ensure compliance with information security and company policies
- Conduct regular training sessions for the help desk staff on technical and communication skills
Other duties as may be assigned
KNOWLEDGE SKILLS AND ABILITIES:
Knowledge of:
- CoBIT processes including Service Desk Incident Management Asset Management and Problem Management
- Lifecycle to improve processes
- Shiftleft Service Desk Strategy
- Change management concepts to help teammates adopt process improvements
- Zendesk
- Microsoft 365 (SaaS
- Microsoft Azure (IaaS & PaaS)
Skill in:
Leadership Skills
- Leadership and team management: Experience in leading a team providing guidance and fostering a collaborative environment.
- Customer service orientation: Strong focus on providing excellent support to users and resolving their issues promptly.
- Process improvement: Leads initiatives to continuously improve IT support processes identifying inefficiencies and implementing solutions to enhance service delivery and operational efficiency
Communication Skills
- Listening skills: Demonstrates excellent listening skills to accurately understand and address the concerns and needs of both team members and endusers ensuring effective and empathetic support.
- Effective communication: Ability to explain technical issues in a clear and understandable manner to nontechnical staff.
- Interpersonal skills: Building positive relationships with team members and other departments.
Organizational Skills
- Time management: Efficiently managing multiple tasks and prioritizing them based on urgency.
- Documentation and reporting: Keeping detailed records of issues resolutions and IT assets.
Technical Skills
- Proficiency in IT systems and software: Familiarity with various operating systems network configurations and common software applications.
- Troubleshooting and problemsolving: Ability to diagnose and resolve hardware and software issues efficiently.
- Knowledge of IT security: Understanding of cybersecurity principles and practices to protect company data.
Ability to:
- Analytical Thinking: Ability to analyze complex technical issues and develop effective solutions.
- DecisionMaking: Capable of making informed decisions quickly in highpressure situations.
- Attention to Detail: Keen eye for detail to ensure accuracy in troubleshooting and documentation.
- Adaptability: Ability to adapt to rapidly changing technology and work environments.
- Conflict Resolution: Skilled in resolving conflicts within the team and with endusers in a professional manner.
- Training and Development: Ability to train and mentor team members fostering their professional growth.
- Strategic Planning: Capable of contributing strategic plans to improve IT support services.
PHYSICAL REQUIREMENTS:
- Driving
- Sitting
- Climbing
- Lifting (up to 50 lbs)
- Standing
- Stooping
- Vision acuity (near and far)
- Walking
REQUIREMENTS:
This position required three to five years of leading a help desk team with six or more years of experience in technical support roles. A Bachelors degree in IT or a related field is also required. Advanced certifications such as CompTIA A are a plus.
Benefits:
- Encore Electric provides excellent benefits for our employees including: medical dental and vision plans disability and life insurance employeematched 401(k) paid time off (PTO) an employee assistance program that includes counseling legal and financial advice.
- Encore also provides a generous employee referral program and access to technical safety personal finance and leadership training through Encore University Encores in house training program.
- This position is eligible for a cell phone allowance and the shortterm incentive program.
Applications will close for this position once its been filled.
To request an accommodation during the application process please contact .
Encore Electric Inc. is an EOE including disability/vets.
Required Experience:
Manager
Employment Type
Full-Time
