Glass Ceiling

Help Desk Manager

Full Time

Job Description


The IT Help Desk Manager is responsible for ensuring the successful startup and ongoing operation of the corporate helpdesk including incident management and reporting, adherence to SLAs, interfacing with management across all levels, setting outstanding customer service expectations, timely field communication, root-cause analysis, performance and process improvement and frequent statistical performance monitoring and reporting.

The IT Help Desk Manager must be an excellent communicator, leader, decision-maker, coordinator of critical issues and driver of solutions who excels in a fast-paced environment and provides unparalleled support to the business units


Required Skills

  • Re-engineer, establish and enforce service levels agreements (SLAs) in consultation with end users and according to industry best practices.

  • Implement methodologies to improve first call resolution and escalation policies and procedures, manage customer perceptions, and build strong internal relationships.

  • Monitor, track, benchmark and analyze trends in Help Desk requests and user-satisfaction.

  • Analyze performance of team activities and documented solutions, identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future/repeat problems.

  • Oversee the development, implementation, and administration of staff training procedures and policies as well as provide training, coaching and mentoring.

  • Assess need for any system reconfigurations (related to performance tracking tools and statistical reporting) based on request trends and make recommendations.

  • Responsible for Incident Management tool maintenance, licensing and optimization.

  • Ensure that effective communication and problem management occurs at and between all support tiers. Manage targeted communications in the event of a service outage.

  • Oversee development and dissemination of help sheets, usage guides, knowledgebase and FAQs.

  • Conduct research on emerging Help Desk products, services, protocols, and standards.

  • Represent user interests by analyzing user needs with corporate and business unit personnel and analyzing broad-based, alternative solutions.

  • Provide direction to staff by developing plans and schedules, setting priorities and resolving issues to meet department goals.

  • Develop long-range technology roadmaps for the Technology Service Desk and introduce ITIL service management to the organization.

Required Experience

  • Minimum of 5 years of experience in managing Help Desk/Service Desk with 5+ staff.

  • Supporting minimum of 5,000 users

  • Minimum of 8+ years of experience in IT including operational, support & managerial experience.

  • Experience with implementing ITIL based methods using industry recognized Service Desk /Ticket management      software (BMC).

  • Bachelor's degree or equivalent experience in Information Systems, Computer Science, Engineering Degree, or equivalent work experience.

  • Strong written and verbal communication skills. Ability to write clear instructions, document processes and communicate effectively in writing.

  • Effective interpersonal, business management, leadership and customer service skills including consensus building and facilitation skills.

  • HDI, ITIL, and/or Project Management certifications are strongly preferred.

Additional information:

All your information will be kept confidential according to EEO guidelines.  We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.

Why Choose The Henson Group?

  • Over 17+ years experience

  • Most employees are former Microsoft employees, giving us access to:

    • Microsoft executives and product groups

    • Code and knowledge not generally available to our competitors

  • Free escalation path to Microsoft Premier Support provided by Microsoft

  • Implementations at a fraction of the cost our competition charges

  • ISO 27000, 9000, 20000 certified and GDPR Compliant

  • Satisfaction guaranteed or your money back on any project

  • Recognized by industry with numerous awards, including "Microsoft Partner of the Year" 6x

Start your migration today!

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© The Henson Group Inc.

ISO 27000, 9000, 20000 certified and GDPR Compliant

Sales inquiries:  +1-800-980-1130