Help Desk Manager

Location: Shelbyville, TN
Date Posted: 05-03-2017
Job Description
Help Desk Manager

Shelbyville, TN
Position Summary
The Help Desk Manager’s role is to supervise and ensure the efficient operation of the company’s I.T. help desk for contact center and production plant systems support. This includes managing the local Help Desk staff. The Help Desk Manager will also work closely with the I.T. and site leadership in order to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.  Always looking for solutions that improve business partner support, system access, and/or environment stability. Leading team from the front with a hands-on approach to business partner support and improving delievery.  Working with business partners to understand the other functions within the company to ensure priorities are handled correctly, proactive communications are sent out in timely manner, and expectations are clearly set.

Primary Duties
  • Lead I.T. help desk team with operational planning and deployment of projects related site activities
  • Work with stakeholders to define business and systems requirements for new technology implementations as directed by I.T. and business leaders
  • Ensure the efficient utilization of IT help desk resources – including personnel and equipment.
  • Creating and maintaining ticketing system metrics that provide team and leadership with clear insight into help desk service delievery.
  • Oversee the creation and updating of all documentation related to help desk operations and support
  • Manage help desk staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
  • Work with user community and IT management to define service level agreements. Providing clear reporting weekly, monthly, bi-annually, and annually to leadership teams.
  • Establish and maintain regular written and in-person communications with the organization’s executives end users regarding pertinent IT activities.
  • Develop and implement all functional policies and procedures, including those for desktop support procedures, standards, and purchasing.
  • Analyze and review procedures and service levels; make recommendations for support improvements and ensure procedures are implemented and service levels are adhered to given company tempo
  • Assist in the provisioning of end-user services, including help desk and technical support services.
No sponsorship available for this position

Education and Experience
  • University degree in the field of computer science or information systems and not less than 7-10 years related work experience.
  • No less than 5 years experience in contact center environment
  • Technical certifications relating to information systems (i.e. MCSE, CCNA, CISSP, PMP, etc.)
  • Workstation PCI and SOX regulations
  • Strong understanding of the following technologies:
    • System imaging solutions
    • Office cabling
    • Phone system administration
    • Workstation patching process
Knowledge, Skills and Abilities
  • Strong leadership and communication skills
  • Working closely with management peers in other departments to understand business priorities and upcoming projects
  • Supervising 2-4 team members
    • Professionalism
    • Maintaining skillsets
    • Work schedules/shift coverages
  • Team evaluations and recommendations on salary adjustments
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Proven experience in IT help desk management.
  • Excellent interpersonal skills.
  • Ability to conduct and direct research into IT issues and products as required.
  • Ability to present ideas in business-friendly and user-friendly language.
  • Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and service level agreement delievery
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical, evaluative, and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Extensive experience working in a team-oriented, collaborative environment.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to
  • On-call availability for not less than 12 days per month.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Occasional inspection of cables in floors and ceilings.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Sallie Touchton
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