Information Technology Help Desk Manager

Full-Time, Exempt
Location: Fruitland, Idaho
*Relocation Reimbursement Available*
Salary: Depending on Experience
Hybrid Work Schedule (4/1)

Woodgrain, Inc. offers competitive salaries, an annual incentive bonus, and great benefits.
Current benefits include: 401(k) with employer match, Medical (PPO or HSA), Dental, Vision, Employer paid Life Insurance and AD&D, Employer paid Short- and Long-Term Disability, voluntary supplemental hospital and accident plans, supplement long-term disability and life insurance plans, 9 annual paid holidays, and progressive paid time off accruals.

Job Summary: The Information Technology Help Desk Manager oversees and enhances the building of customer relationships through management of the IT Help Desk and Support Services team. The common day to day functions include troubleshooting, diagnostics, resolution of problems, and functionality of equipment and systems. This positions helps to develop and implement standards and processes for the department to better improve the experiences the customers have. This team is a centralized IT department that acts as the primary point of contact for all technology-related issues within the organization. This structure helps to ensure consistency in how incidents are reported, managed, and resolved.
Additional Job Responsibilities for this position include:

• Drive process improvement and innovation with a deep commitment to customer satisfaction, through the standardization of IT processes, policies, and procedures.
• Foster a collaborative team environment that places high emphasis on communication and adoption of best practice approach.
• Focus on the importance of relationship building to ensure that the department remains aligned with the overall IT and organizational goals and initiatives.
• Define strategies and processes aimed to improve and lower repetition of customer experienced problems and issues by considering the IT strategic roadmap and vision of the business.
• Monitor the Service Desk queue and metrics to be able to report out and ensure timely responses and resolutions are being accomplished.
• Facilitate a consistent and responsible methodology for the establishing and removal of user network accounts and access.
• Maintain consistent inventory of desktop computer and software licenses.
• Drive the IT culture and be a valued partner for both IT and the Woodgrain business.
• Lead and mentor the Service Desk Specialists. Provide leadership and guidance through resource development, performance management, goal setting, recruiting, cohesion, and resiliency.
• Define and measure success through setting of metrics and monitoring of change in processes.
• Participate in annual budget planning and commit to deliverables identified.

Requirements:

• Two-year technical degree in a technical area such as Computer Science, Information Technology, or Business and ITIL certification; or Bachelor’s Degree in Computer Science, Information Technology or related discipline with ITIL certification being preferred. (Will be expected to obtain within 12 months of hire)
• At least 5 years of IT support management experience (e.g., Help Desk, remote site administration, and/or application support)
• At least 3 years of experience with creating and implementing IT support management processes and systems leveraging the ITIL methodologies.
• Previous experience working in a fast-paced environment with ability to handle multiple priorities is essential.

Additional Skills:

• Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person.
• Strong customer service abilities and abilities to interact with professionalism, composure, and empathy.
• Ability to review projects, problems, and manage time effectively to meet deadlines.
• Proficient with Windows based software programs to include PowerPoint, Visio, and Project.
• Strong analytical, troubleshooting, problem-solving, and root cause analysis skills.
• Ability to lead groups of people and facilitates constructive discussion, brainstorming, and decision-making.
• Commitment to quality and achieving results that are oriented to detail and task completion.
• Ability to lead technology projects relevant to the supported technologies (e.g., desktop/laptop/mobile devices, and some hardware/ software upgrades)
• Technical knowledge of IT systems and Windows operating system
• Technical knowledge of networks and communication systems
• Proven service management experience – setting and measuring SLAs and KPIs
• Ability to effectively communicate in English, both verbally and in writing. Additional languages preferred.

Work Environment: The physical demands and work environment are representative of a typical office environment. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear. The employee must occasionally lift or move up to 25 pounds.

• Travel: This position may require travel to other Woodgrain locations, expected travel time is <10%.
• Hybrid: This position is hybrid work environment eligible meaning 75% of the responsibilities and duties will be being performed physically on premise and 25% in a remote, off-site capacity.

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