Help Desk Manager

Smooth-On, Inc., a 120 yr old company, manufactures silicones, liquid rubbers, liquid plastics, foams and other products for clients, large and small, to make their visions tangible. We are looking for a Help Desk Manager to support our team as we work to bring some of the most trusted and unique products on the market to our customers across the globe. We offer competitive compensation and a comprehensive benefits package including health, dental, vision, life and a 401(k) with employer match.

The Help Desk Manager's primary focus is to manage and lead the Help Desk Team in Information Technology Infrastructure Library (“ITIL”) principles. They will play a crucial part in ensuring the efficient delivery of IT services to support our corporate, manufacturing, and retail operations. The Help Desk Manager will manage, coach, delegate, and lead the employees on the team to ensure that Smooth-On's production facility operates smoothly and efficiently while also meeting or exceeding Smooth-On's quality control and safety standards.

Essential Job Functions:

Helpdesk Development and Structure:

• Develop and implement ITIL-based service strategies for the helpdesk.
• Ensure compliance with ITIL best practices and company policies.
• Align helpdesk operations with overall IT and business objectives.
• Monitor and evaluate service performance against agreed-upon metrics.

Leadership and Team Management:

• Supervise and provide guidance to a team of helpdesk technicians.
• Establish clear roles, responsibilities, and goals for each team member.
• Conduct regular performance evaluations and provide feedback.
• Address any conflicts or issues within the team promptly and effectively.
• Foster a culture of collaboration, continuous learning, and professional development.

Incident and Problem Management:

• Oversee the handling of incidents and service requests.
• Coordinate with other IT teams to resolve complex or escalated issues.
• Conduct root cause analysis for recurring problems and implement corrective actions.
• Ensure timely communication with stakeholders regarding incident status and resolution.

Service Desk Operations:

• Maintain the availability and performance of the helpdesk ticketing system.
• Monitor ticket queues and ensure timely resolution of tickets within SLA.
• Identify opportunities for process improvement and efficiency gains.
• Provide technical assistance and guidance to helpdesk technicians as needed.

Customer Relationship Management:

• Serve as the primary point of contact for helpdesk related inquiries.
• Proactively communicate with users to gather feedback and address concerns.
• Ensure a high level of customer satisfaction through effective service delivery.
• Collaborate with business units to understand their IT needs and priorities.

Documentation and Reporting:

• Maintain accurate records of incidents, problems, and changes in the ITSM tool.
• Generate regular reports on helpdesk performance, trends, and key metrics.
• Analyze data to identify areas for improvement and make actionable recommendations.
• Prepare and present findings to management and key stakeholders.

Inventory Management:

• Ensure proper processes are put in place to ensure IT Storage room is adequately stocked with frequently used items.
• Oversee IT Asset Inventory in Freshservice to ensure all assets are updated and accounted for properly.
• Review and approve IT purchases for helpdesk related requests and/or needs.
• Ensure all company owned devices are properly enrolled and monitored using our Mobile Device Management (MDM) systems.

Other:

• Enforce company rules, regulations, procedures, policies, and programs.
• Perform all duties and responsibilities in a timely and effective matter in accordance with established company policies to achieve overall objectives of the position and other duties as required by the business.
• Must be a good problem solver and enjoy a dynamic, collaborative, and team-oriented work environment.

Knowledge, Skills, and Abilities:

• Emotional intelligence is necessary to be able to navigate and mediate conflict.
• Good attitude and an eagerness to learn and grow.
• Creative problem solving to address production issues and increase productivity.
• Ability to communicate your ideas clearly.
• Thoroughness and attention to detail.
• Ability to multitask and to prioritize projects for the benefit of the company.
• Set a positive example and be a good role model for employees.
• Set clear expectations for employees so that they must not only hear what they are expected to do, but also see or understand what is expected.
• Excellent project manager comfortable in managing complex projects.
• Understand human nature and the importance of providing support for your employees.
• Keep employees and departments informed and know how to effectively communicate with them.
• Manage by creating an environment of mutual respect and empowerment.

Experience and Education:

Required:

• Minimum of 5 years of experience in IT helpdesk/support roles.
• Bachelor's degree in Information Technology, Computer Science, related field, or relevant experience.
• Strong understanding of ITIL principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to prioritize tasks and work effectively.

Preferred:

• ITIL Foundation certification or higher.
• Experience with Freshservice Helpdesk Management
• A Certification
• Experience in the manufacturing industry (preferred).

Company Policies and Additional Requirements:

1. Continually practice safety procedures and policies to protect yourself, others and company owned property.
2. Practice civility in all aspects of your job by actively listening, hearing, and working together with co-workers, vendors, and managers and by resolving issues respectfully and professionally in a civil manner.
3. Comply with company rules, policies, and procedures.
4. Seek guidance from a Team Leader or Manager before performing an unfamiliar task or assignment.
5. Complete job tasks efficiently, timely and accurately according to SOPs (Standard Operating Procedures), job aids and based on job function.
6. Maintain work area (e.g., materials, stock areas, desks, floors, shelves, counters, etc.) in a safe, clean, organized, and efficient manner.
7. Must show up for work on time and be willing to work occasional overtime as required (with adequate notice from management).
8. Demonstrate reliable attendance, limited lateness or call outs.
9. Must have reliable transportation to and from work.
10. Willingness to learn other jobs.
11. Perform other job-related duties or responsibilities when requested or required whether or not specifically mentioned in job description.
12. Willing to work with others in a team environment.

Additional Requirements:

Employment is contingent on:

• Applicants consent to a background check to comply with a suitability determination from corporate management.
• Due to the fact that we sell chemicals, the Department of Homeland Security requires Smooth-On to maintain a Security Program which requires a background check of all employees.
• Signature on a company drug-free policy contract.
• Passing a Company provided substance-screening test.
• Provide required I-9 documents.
• Verification of information provided on Employment Application.
• Valid Driver’s License or State ID.