It Helpdesk Lead/Manager

Evolver is seeking an IT Helpdesk Lead/Manager to work in San Francisco, CA

IT Helpdesk Manager is responsible for the effective operation of the IT support services environment. This individual manages personnel who provision end user IT equipment and services as well as perform Level 2 support for all incoming IT issues. The individual has ownership of the entire problem management life cycle that includes the proactive support of services to minimize potential problems before they become an issue. They need to be process oriented and be able to help drive/fix processes.

Responsibilities:

• Oversee provision of all IT end-user services for Personal Computing, Mobile communications and conferencing services.
• Establish and maintain global catalogue of IT services
• Establish and maintain IT onboarding documentation and service establishment processes for all new employees
• Establish service level agreements in consultation with Business Management, IT Management and end users to meet problem resolution expectations.
• Ensure incidents and service requests are managed effectively to Service Level Agreements.
• Oversee management of staff rotation and on call schedules to ensure continuity of service for all end users
• Ensure that all phases of support services are properly coordinated, monitored, logged, tracked and resolved appropriately.
• Analyze performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Ensure incident levels and problem resolution times are continually being driven down via documentation creation within a knowledge base, education/training of service desk representatives and/or process enhancements.
• Develop methodologies for increased first contact resolution.
• Evaluate new desktop / laptop / cellular products and services. Suggest changes to existing products and services to better aid end users
• Development and implementation of a proactive desktop / laptop maintenance strategy including operating system, software, hardware, driver and firmware updates.
• Provide hands on support, when necessary, to identify, troubleshoot and resolve hardware, software and network related problems experienced by end users in a multi-site network
• Track and analyze trends in reported incidents and generate statistical reports.
• Oversee development and dissemination of help sheets, user guides and FAQ lists via the companies Intranet site.
• Oversee the provisioning and maintenance of cellular devices including the monitoring of usage and plans.
• Provide leadership for Service Desk projects, including but not limited to, asset tracking, hardware upgrades, and various line-of-business projects.
• Establish and maintain effective working relationships within all functions of the global IT organization.
• Train, coach and mentor Support Technicians.
• Liaise with third-party support and equipment vendors
• Meet with business and IT leaders to continuously improve the user experience through the service desk.
• Implement and manage a global ticketing system that will accurately capture all incidents reported and work performed.
• Ensure and maintain all service tickets in appropriate ticket queues.
• Perform or manage research on potential technology solutions in support of procurement efforts related to desktop, mobile and conferencing services.

Basic Qualifications:

• 10+ years of IT experience in a technology support role
• 7+ years hands on involvement in Help Desk/Support for a multi-location environment
• 5 + years of experience running helpdesk support in Microsoft environment
• 5+ years of lead experience
• Bachelor's Degree preferred. Will consider years of experience and/or certifications in lieu of Degree.

Preferred Qualifications:

• Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service.
• Exceptional knowledge of computer hardware and desktop software applications including MS office
• Deep-seated experience with desktop operating systems including Windows 365
• Thorough understanding of and practical deployment experience with mobile devices
• Excellent written and oral communication skills
• Excellent customer service orientation
• Effective interpersonal skills and relationship-building skills
• Proven analytical and problem-solving abilities
• Proven track record of developing and providing service level agreements and support deliverables.
• Good organizational skills
• Very strong communication skills
• Ability to conduct research into a wide range of computing issues.
• Keen attention to detail.
• Extensive use and knowledge of Help Desk management software
• ITIL or similar certification a plus
• Relevant Microsoft Windows certifications are desired but not required

Actual salary will depend on factors such as skills, qualifications, experience, market and work location. Evolver offers benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. The annual salary range for this position in the San Francisco Bay Area is between $100,000 and $150,000 USD/year.