Help Desk Manager

Sets direction for 12-person Help Desk distributed globally. Supports 6500-user customer base in 47 locations worldwide. Includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.

Also performs IT manager function for Houston corporate campus. Manages 4 FTEs to provide IT support for 400+ customers at two Houston locations.

3 Years Help Desk Management experience (5 years preferred)

College diploma or university degree

Certifications in ITIL V2 Foundations & HDI preferred

Experience supporting ERP

Proven track record of developing and providing Service Level Agreements and Help Desk deliverables

Solid relationship management and performance management skills

Ability to motivate and direct staff members and subordinates

Exceptional written and oral communication skills

Exceptional interpersonal skills, with a focus on listening and questioning skills

Strong documentation skills

Ability to conduct research into a wide range of computing issues as required

Ability to absorb and retain information quickly

Ability to present ideas in user-friendly language to non-technical staff and end users

Keen attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Experience working in a team-oriented, collaborative environment

Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues

Design and enforce request handling and escalation policies and procedures

Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems

Track and analyze trends in Help Desk requests and generate statistical reports

Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations

Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency

Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users

Prepare budget proposals and operational expenditure statements

Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients

Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts

Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies

Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues

Oversee the development, implementation, and administration of help desk staff training procedures and policies

Train, coach, and mentor Help Desk Technicians and other junior staff

Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary