Help Desk Manager - R2416466-7478

at Heidrick & Struggles, Inc in Chicago, Illinois, United States

Job Description

• Vendor Management: Liaise with outsourced help desk providers to ensure SLAs are met and service quality is maintained.
• Contract Management: Oversee contract negotiations, renewals, and compliance with service agreements.
• Performance Monitoring: Regularly review help desk performance metrics and reports, ensuring alignment with company standards.
• Strategic thinking: Always thinking with a strategic mindset and providing valuable insights in helping shape and improve a modern support system.
• Training and Onboarding: Coordinate with the vendor to ensure their staff are well-trained and up-to-date on company protocols and technologies.
• Staffing and scheduling: Partner with vendor to maintain proper staffing and coverage.

• Data Analysis: Utilize analytics tools to monitor help desk performance, identify trends, and predict potential issues.
• Reporting: Generate regular reports on key performance indicators (KPIs), customer satisfaction, and areas for improvement.
• Process Improvement: Develop and implement strategies based on data insights to enhance the efficiency and effectiveness of support services.
• Issue Prevention: Identify recurring issues and implement preventive measures to reduce ticket volume and improve user experience.

• AI Tool Implementation: Lead the integration of AI tools such as chatbots, virtual assistants, and automated ticketing systems into the help desk operations.
• System Maintenance: Oversee the maintenance and optimization of AI support tools, ensuring they are functioning correctly and efficiently.
• Training and Adoption: Facilitate training for both internal staff and the outsourced help desk team on how to use AI tools effectively.
• Continuous Improvement: Stay updated on the latest AI technologies and incorporate relevant advancements into the help desk strategy.

• Portal Development and Maintenance: Oversee the development, implementation, and maintenance of the self-service portal, ensuring it meets user needs and company standards.
• Content Management: Implement best practices and procedures to ensure the portal contains up-to-date and relevant information, including FAQs, knowledge base articles, and troubleshooting guides.
• User Experience (UX) Optimization: Continuously improve the portal's interface and usability based on user feedback and analytics.
• Promotion and Adoption: Develop and execute strategies to encourage user adoption of the self-service portal, reducing the volume of direct help desk inquiries.
• Integration: Ensure seamless integration of the self-service portal with other support tools and platforms.

• Team Leadership: Provide leadership and guidance to the help desk team, fostering a collaborative and high-performance culture. Partner with Regional support managers to ensure a seamless support experience.
• Stakeholder Communication: Act as a point of contact between the help desk and other departments, ensuring clear communication and efficient issue resolution. Assist in managing and coordinating major incidents/incident response.
• Budget Management: Develop and manage the budget for help desk operations, ensuring cost-effectiveness and financial accountability.
• Customer Focus: Ensure the help desk delivers a high level of customer satisfaction by addressing issues promptly and effectively.

• Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Experience: Minimum of 7 years of experience in IT support or help desk management, with at least 4 years in a leadership role. Experience managing outsourced services is preferred.
• Technical Skills: Strong knowledge of IT support systems, help desk software, AI technologies, and self-service portal management. Proficiency in data analytics tools.

• Interpersonal Skills: Excellent leadership, strategic thinking, demonstrated effective communication skills, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment.
• Business Ethics: Leads by example as outlined in the Company Code of Conduct. To include but not limited to, honesty, integrity, discretion, and professional standards. Discreet and able to always maintain strict confidentiality.
• Certifications: ITIL certification or similar.
• Office Requirements: This is a hybrid position that requires 2 days a week in our Chicago headquarters office.

• Experience with Jira Service Management and Confluence.
• Experience with implementing and managing AI-driven customer support solutions.
• Knowledge of advanced analytics and business intelligence tools.