Director of IT Help Desk

Overview

The Director of IT Help Desk is responsible for leading and managing the IT Help Desk team, ensuring high-quality IT support and services. This role involves overseeing key performance indicator (KPI) initiatives, optimizing service delivery, directing team operations, and improving customer communication. The Director will develop policies, standardize client communication verbiage, manage ticket dispatching, assist with quarterly business reviews (QBRs), and contribute to onboarding processes for new clients. Additionally, the Director will participate in sales calls and take on other assigned duties to ensure the efficiency and effectiveness of IT support services.

Key Responsibilities

• Leadership & Strategy:
• • Lead and mentor the IT Help Desk team, setting strategic goals to enhance performance, efficiency, and customer satisfaction.
• KPI Development & Management:
• • Establish, monitor, and improve key performance indicators (KPIs) to measure help desk effectiveness and ensure alignment with company objectives.
• Ticket Dispatch & Management:
• • Oversee and optimize the ticketing system, ensuring timely and appropriate assignment of tickets to the correct team members.
• Policy & Procedure Development:
• • Create and enforce IT help desk policies, ensuring compliance with industry standards and internal best practices.
• Standardized Communication:
• • Develop and implement standardized communication templates and verbiage for client interactions to enhance clarity, professionalism, and consistency.
• Client Onboarding & QBRs:
• • Assist in onboarding new clients by implementing policies and best practices, and contribute to quarterly business reviews (QBRs) to maintain strong client relationships.
• Sales Support:
• • Participate in sales calls to provide technical expertise and demonstrate the value of IT support services to prospective clients.
• Process Improvement:
• • Identify and implement process enhancements to improve efficiency, reduce response times, and enhance customer satisfaction.
• Training & Development:
• • Provide ongoing training and professional development for the help desk team to keep up with evolving technology trends and industry best practices.
• Other Assigned Duties:
• • Take on additional responsibilities as directed by the Chief Experience Officer.

Qualifications & Requirements

• Education:
• • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field (or equivalent experience).
• Experience:
• • Minimum of 5-7 years of experience in IT help desk management, with a strong background in leadership and strategic planning.
• Technical Skills:
• • Proficiency in IT support systems, ticketing platforms, and remote support tools.