at PC Connection in Chicago, Illinois, United States
Job Description
Help Desk Services Manager
Imagine finding a career where you’re rewarded for doing what you do best—helping others.
Remote, IL
CONNECTION
At Connection, our purpose is simple: we connect people with technology. From hardware—PCs, printers, servers, and more—to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers’ IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we’re a Fortune 1000 IT solutions partner operating in 174 countries around the world—still driven by that startup mentality and guided by our original purpose.
https://www.connection.com/
keywords: position summary,position details,support,solutions,performance,management,accounting,analysis,quality assurance,knowledge,skills,initiative,experience
Full Time
$90,000.00/Yr. - $116,225.00/Yr.
Overview:
Connection Services has a fantastic opportunity for an IT Service Center Manager, working Remotely. Excellent opportunity to work for a top VAR offering excellent benefits including 3 weeks paid PTO, bonus, excellent benefits; opportunity for growth. *REMOTE*
Working under minimal supervision of Director PMO, the Manager of Help Desk Services ensures delivery of quality support services and evaluates/improves processes, communication, and consistency of the Help Desk team in support of increasing first contact resolution for our external Help Desk Services customers. The Manager improves service desk processes, measurements, communications and reporting. The Manager leads and coaches Help Desk technicians in order to improve efficiency and technical aptitude and maintains the day-to-day operations for the Help Desk as well as the daily responsibilities of the Help Desk team. The Manager also leads the supporting operational teams including the Depot Services and the field labor dispatch teams. Management responsibilities include managing schedules, on-boarding/off-boarding technicians, coaching team members, ensuring customer ticket queues are managed per operating standards, completing daily/weekly/monthly metric reporting, ensuring depot service orders are entered correctly, field technicians are sourced, scheduled, and coordinated, and that all established SLAs are attained. The Manager, Help Desk Services drives all the support delivery and performance/quality issues to resolution and functions as the main contact for any high-level escalations.
Responsibilities:
Serves as primary contact for all external customer Help Desk Services project escalations.Facilitates and participates in monthly and quarterly activity and performance reviews with clients.
Acts, in conjunction with other service delivery management, as a liaison between clients and Connection team, with regard to Help Desk services.
Keeps clients and Connection management promptly apprised of any situations, circumstances, problems, trends, or issues regarding the Help Desk functions that reasonably warrant their awareness or involvement of which clients otherwise should reasonably be, or would reasonably expect to be, promptly informed.
Provides guidance regarding industry “best practices” and/or known trends as they apply to help desk support services and related deliverables.Ensures that all relevant documentation is accurate and up to date.
Defines key goals and expectations for the service desk staff, in conjunction with the Director of PMO.
Ensures proper solutions and knowledge management best practices are followed, and integrates continual service improvement processes to continually refine and improve service desk performance.
Understands the ITSM framework and identifies gaps in processes while offering solutions to fill them.
Provides overall management of the Help Desk team.
Actively manages, oversees, coordinates, distributes workload, monitors, and reviews the day-to-day performance of Help Desk support resources, in such a manner as to consistently and reliably achieve the service levels.
Trains, coaches and mentors Help Desk support resources.
Establishes key metrics and develops/provides effective reporting of SLAs, KPIs, and trends.
Manages the daily activities of the help desk team and processes/documents escalation paths.
Provides technical mentorship and coaching to the service desk team.
Leads the process for staff process improvement plans, performance reviews, on-boarding and off-boarding.
Ensures proper staff levels as it relates to workload and client expectations.
Ensures timely and accurate recording of hours worked, approves paid time off as appropriate, and approves timecards for biweekly payroll submission.
Provides overall management of the Technician Dispatch team.
Actively manages,... For full info follow application link.
EOE/Minorities/Females/Vet/Disabled
