Manager, IT Help Desk and Service Delivery

Summary of Position:

The Manager IT Help Desk and Service Delivery oversees the performance of Level 1 and Level 2 Help Desk services & support to company employees. Ensures that service levels are achieved, and customer expectations are met or exceeded by continuously improving the resolution procedures. Oversees the procurement, configuration and distribution of all end user computing hardware and manages IT Help Deskand Service Delivery vendor relationships.

Duties & Responsibilities:

• Leadership of team of IT Help Desk and Service Delivery team members – some of which are not co-located.
• Maintain high morale and motivate team members to go above and beyond the minimum requirements.
• Ensure the IT Help Desk delivers outstanding customer experience for all end users.
• Manage the activities of Service Delivery technicians to provide best-in-class technical support and end-user computing solutions.
• Design and administer employee onboarding and off boarding technical processes and automation.
• Facilitate the creation of network accounts, email accounts, and setup of laptops, desktops, tablets and computing peripherals.
• Communicate with affected internal departments to report and resolve software, hardware, and operations problems. Facilitates the communication of system outages and impairments, ensuring clear and timely communication.
• Monitor and measure the IT Help Desk function, maintaining high performance of KPIs such as First Call Resolution, Total Time to Resolution, etc.
• Monitor and maintain a knowledge base regarding the resolution of common technical issues for use by Level 1 and Level 2 teams.
• Develop standards, policies, and procedures for the IT Help Desk.
• Develop and communicate standards for the use, operation, and security of the network, personal computers, and data.
• Research and recommend purchases of computer hardware, computer peripherals, and software for all desktop computers and assist in budgeting.
• Research and evaluate new technologies as needed.
• Perform vendor relationship management duties for any IT Help Desk and Service Delivery partners, end user computing hardware vendors, wireless communication vendors, and computer hardware logistics vendors.
• Prepare and administer training and communication materials for the company’s employees relative to technology changes and privacy and security matters.
• Occasional travel to various company locations is required in support of the responsibilities above.

Minimum Requirements:

Experience:

• 3 years of demonstrated excellence in leading IT Help Desk and Service Delivery team members.
• Ability to set objectives and evaluate training needs for technical staff.
• Skilled in prioritizing, assigning, reviewing and evaluating work.
• Skill with IT product evaluation and selection.
• Demonstrated vendor management skills for both IT product and IT services vendors.
• Proven ability to establish methods and procedures to optimize IT Help Desk and Service Delivery functions.
• 5 years of work experience in IT.

Education:

• Bachelor’s degree or equivalent experience.

Preferred Requirements:

Experience:

Understanding of ITIL.