Global Help Desk Manager

The position of Global Help Desk Manager necessitates an energetic, reliable, and steadfast individual with a minimum of five years of prior Helpdesk leadership responsibilities. This individual will prioritize customer satisfaction and exhibit politeness, approachability, and the ability to remain composed under pressure. Moreover, a willingness to acquire new technological skills is crucial. The position must demonstrate adaptability, maintain a positive, proactive approach, and possess a "can-do" attitude with urgency. It is imperative that the person excels in collaborating within a team that is geographically dispersed.

Electro Rent Corporation manages numerous IT Systems across various platforms, serving a global user base around the clock – 24/5.

Primary Duties & Responsibilities

The duties and responsibilities are listed below, but are not limited to;

Leadership

• Lead and mentor a diverse team of Help Desk technicians across multiple locations.
• Foster a culture of continuous learning, growth, and accountability within the team.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Develop and implement training programs to enhance technical and customer service skills.
• Oversee the day-to-day operations of the Global Help Desk, ensuring efficient ticket handling and resolution.
• Monitor support metrics (e.g., response time, resolution time, customer satisfaction scores) and implement improvements as needed.
• Implement and maintain a knowledge base for support staff and customers.
• Analyze support trends and customer feedback to identify areas for process improvement.
• Develop and implement strategies to enhance the overall customer support experience.
• Collaborate with cross-functional teams to integrate customer feedback into product development and improvement efforts.
• Evaluate and manage relationships with third-party vendors and service providers.
• Stay abreast of emerging technologies and industry best practices to enhance the effectiveness of the Help Desk.
• Ensure compliance with relevant industry standards, regulations, and data protection laws.
• Implement and enforce security measures to safeguard customer information and company assets.
• Prepare regular reports on key performance indicators (KPIs) and present findings to senior management.
• Foster clear and open communication channels with internal stakeholders, ensuring alignment with organizational objectives.

Technical Support

• Provide White Glove Service to end users with an urgency, understanding, and concise manner.
• Handle escalated technical issues that Level 1 and Level 2 technicians were unable to resolve.
• Investigate and diagnose complex hardware, software, and network problems.
• Provide expert-level support and guidance to lower-level technicians and act as a resource for technical questions and challenges.
• Configure, deploy, and manage server environments, including Windows Server, Linux, and virtualization platforms. Monitor server performance and ensure proper functioning of critical services.
• Administer and troubleshoot network devices, including routers, switches, firewalls, and access points. Implement and manage VLANs, subnets, and routing protocols.
• Implement and enforce security policies, including firewall rules, access controls, and intrusion detection/prevention systems. Assist in monitoring and responding to security incidents and vulnerabilities.
• Oversee the deployment of software updates, patches, and security fixes across the organization.
• Manage and maintain Active Directory services, including user accounts, groups, and organizational units.
• Create and enforce Group Policies to control user access and configurations.
• Administer cloud platforms such as AWS, Azure, or Google Cloud, including provisioning resources, managing configurations, and optimizing costs.
• Create and update technical documentation, including troubleshooting procedures, system configurations, and best practices.
• Share knowledge with the team and contribute to the internal knowledge base.
• Participate in IT projects, including planning, implementation, and documentation.
• Lead in the resolution of high-priority incidents and work on root cause analysis to prevent recurring issues.
• Ensure that IT systems and practices adhere to industry regulations, compliance standards, and organizational policies.
• Maintaining and monitoring the connectivity to off-site networks, including the Internet.
• Researching and recommending software and hardware solutions for stated needs.
• Performing service calls for network related problems off-site Burbank location.

Soft Skills

• Excellent communication and interpersonal skills are essential for effectively interacting with end-users and other team members.
• Strong problem-solving and analytical abilities to handle complex technical issues.
• Patience, empathy, and the ability to explain technical concepts to non-technical users.
• Time management and multitasking skills to prioritize and manage multiple tasks effectively.
• The IT field is constantly evolving, so a willingness to learn about new technologies and adapt to changes in the industry is crucial.
• The ability to create clear and concise technical documentation is important for knowledge sharing and future reference.
• Experience in incident management and the ability to escalate issues appropriately when necessary.

Qualifications

• Proficiency in troubleshooting and resolving hardware and software issues.
• Knowledge of operating systems (Windows, MacOS, Linux).
• Understanding of networking concepts, protocols, and services.
• Experience with managing server environments (Windows Server, Linux, etc.).
• Familiarity with virtualization technologies (VMware, Hyper-V, etc.).
• Knowledge of cloud platforms and services (e.g., AWS, Azure, Google Cloud).
• Experience with Active Directory, Group Policy, DNS, DHCP, etc.
• Proficient in using remote desktop tools and IT management software.
• Understanding of cybersecurity best practices and tools.
• Good verbal and written communication skills

MUST HAVE

• Experience with ticketing systems (ServiceNow, Fresh Service, etc.)
• Experience with building and executing KPI’s for team and Help Desk function.
• Experience with ticketing workflows, tags, triggers, maintenance, and admin functions.
• Experience in creating reports and presentations for the areas you oversee.

Experience & Education

• At least 5-7 years of experience in IT support, preferably with a progression from Technician to management.
• A bachelor's degree in computer science, information technology, or a related field is often or 7+ years of IT experience.

Preferred

• Microsoft Certified: Windows Server, Azure Administrator, etc.
• Cisco Certified Network Associate (CCNA)
• VMware Certified Professional (VCP)
• ITIL Foundation or higher
• CompTIA A+, Network+, Security+

Physical Requirements

• All positions will require, to some degree, the physical abilities described below to perform the essential functions of the job.
• Work the expected hours, consistently arrive at work at the agreed time and follow Company rules and guidelines regarding breaks and meal periods. Full time is typically considered to be 40 hours per week
• Communicate effectively, both oral (in person and on the phone) and written.
• Move around and through all work areas as needed, may include climbing stairs or ladders
• Lift and/or move up to 10 pounds (i.e. books, reports, binders etc.)
• Regularly sit at the assigned workstation
• Use keyboard or equivalent equipment, to access the computer,
• Use hands to manipulate documents and general paperwork to view contents.
• Read documents, reports, files etc.
• Communicate effectively using the telephone.