Manager Help Desk

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Job description – Help Desk Manager

 

Summary:

Responsible for the operation and continuous improvement of the enterprise Information Technology hHelp dDesk, oOnsite technician tTechnical sSupport, PC inventory and deployment processes.    In addition, the Help Desk Manager will be responsible for and associated the enterprise service management process and systems along with the enterprise Office365 application suite.   The Help Desk Manager will demonstrate a blend of leadership, positive personality, customer service, technical skills, sense of urgency and dedication for the daily operations of Jackson Family Wines. The Help Desk Manager will lead a large team supporting over 2000 end users and must understand the use of technology and its related use in our diverse and geographically disbursed business. The ideal candidate will be experienced in the operation and support of desktop computers, enterprise applications and/or infrastructure solutions and services.  In addition, will have experience in managing support transition projects of new and existing systems and applications to the Help Desk.

 

Responsibilities

  • Manage and run the Help Desk and onsite support operation for the enterprise including the management of a large technical support team
  • Provides direct technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation performance. 
  • Responsible for PC/Desktop deployments and maintaining IT supplies and computer inventories including the proper tracking and disposal of disposal of all obsolete computer assets s in accordance with policy. Manage 3rd party vendors, and associated maintenance contracts to enable effective management equipment, maintenance and escalate outages related to printers, copiers, etc...
  • Responsible for ensuring Assist end user’s images, upgrades, and updates withare maintaininged to meet business demands and updating computer images and upgrades.
  • Manage Help drive ongoing improvements and standardization to company conference room technology and audio video equipment.
  • Continuously improve and align hHelp dDesk processes and procedures to better align with industry ITIL standards.  
  • Focus on improving productivity and ultimately improving customer satisfaction.

 

Additionally, the Help Desk Manager will be responsible for the strategy, ownership and management of the Microsoft Office 365 suite of products including Outlook, Teams, OneDrive, SharePoint, Yammer, etc... Responsibilities will include relationship management and collaboration with Microsoft on their features and product roadmap, best practices configuration alignment with internal technical teams, driving down internal support burden while increasing overall business adoption, thus increasing company productivity. 

 

Leadership

Works directly with IT and functional leadership throughout the company to influence, shape and develop systems/solutions to support long and short-term business objectives. Recommends new initiatives through business case and leads projects.  Manages financial planning and budgeting for required project initiatives, maintenance and resources.

  • Multitask and prioritize requests in a complex, diverse, production environment
  • Manage relationships with after-hours Help Desk support vendor and other IT-related vendors
  • Oversees recruiting, training, mentoring and conducts annual performance evaluations
  • Communicates IT maintenance, downtime, and outages to end users

 

Innovation

Drives innovation in a team environment cross functionally with customers, peers and vendors to improve company efficiency and effectiveness.  Maintains in-depth knowledge of applications and technology and participates in the planning, launch and support of new and existing business applications/systems.

  • Through reporting and metrics definition, ensure SLA compliance and customer satisfaction are met daily
  • Identify trends and patterns to proactively prevent issues or outages
  • Create and maintain knowledge base documentation for the Help Desk and end user self-service
  • Work with the Applications and Engineering teams to pilot, test, and implement new technologies
  • Maintain knowledge of IT policies and procedures and supported technologies, while being aware of current industry trends and technologies

 

Business Impact

Achieve business goals by fostering innovation and prioritizing initiatives. Responsible for overall Office365 and Service Management product quality and directs the stabilization and continuous improvement of the owned systems and solutions. Will be responsible for the definition, selection, implementation of a new service management platform and any new additions to the O365 suite.  Will lead team to deliver new capabilities, features and functionality for the owned platforms in alignment with business needs.

  • Respond to all computer and deskside equipment failures in accordance with ticketing procedures for immediate corrective actions
  • Serve as a second-tier escalation point for user support requests
  • Review and escalate user support requests to the Engineering team
  • Manage on-call and afterhours staff rotations and escalations

 

Requirements:
  • Bachelor's degree in business/computer science/engineering or related field, plus 6 years relevant work experience; or 10 years equivalent experience.  Master's degree a plus.
  • Minimum 2 years of supervisory experience is preferred
  • Duties require the need for being onsite most every workday and occasionally after hours.  

 

Preferred Skills:

  • Superior customer service skills  
  • ITIL Foundations Certification or excellent working knowledge essential in the areas of incident, request, problem and change managemen
  • Excellent interpersonal skills and ability to handle difficult situations regarding support issues
  • Flexible work schedule meeting demands of the support teams
  • Excellent communicator both written and verbal
  • Excellent planning, organizational, problem solving and analytical skills
  • Experience with Lean and or Six Sigma methodologies, or similar principles
  • Experience with Waterfall, Agile and Scum process frameworks
  • Experience working in a manufacturing, retail, or similar wine industry highly desired
  • Strong troubleshooting skills in a Windows based enterprise environment
  • Demonstrates sense of urgency
  • Strong experience with O365 applications including Outlook, OneDrive, SharePoint and Teams
  • Excellent cross functional facilitator
Language Skills: Ability to clearly write and speak the English language.  Bi-lingual English and Spanish is another plus.  Ability to read and understand technical documents relating to computers, operating system software, application software, hardware and networks.  Ability to compose and write routine reports and correspondence.  Ability to speak effectively to small groups of employees, business partners and/or vendors.

Reasoning Ability: Ability to apply common sense understanding to implement detailed written or oral instructions. Ability to solve problems involving concrete and abstract variables.

Physical Demands: While performing the duties of this job, the employee is regularly required to speak and hear. The employee frequently is required to sit, stand, walk, bend, reach with hands and arms, climb and balance. A significant amount of manual dexterity is required. The employee must be able to lift and/or move equipment weighing up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus

Work Environment: The noise level in the work environment is usually moderate 

Excellent cross functional facilitator and large audience speaker


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