Director of Help Desk

Position Summary -Director of Help Desk

In this role the Director of Help Desk will be a high-energy, team-oriented Individual who will possess a a critical leadership role; and will be able to demonstrated ta rack record of success in providing technical leadership, planning, organizing, managing and overall supervision of Help Desk teams.

The Director of Help Desk will be a hands-on leader possessing the experience of managing technical teams but also willing to roll up their sleeves and directly perform work as needed. This successful leader will be collaborative, inquisitive, and proactive. They will acquire good interpersonal, coaching, and strong troubleshooting skills. The Director of Help Desk has the technical, leadership, service catalog, incident management, and request management skills necessary to achieve results under tight deadlines without damaging relationships and can drive the improvements that will increase our user satisfaction with the delivery of Help Desk Services. They have successfully reorganized help desk organizations and/or launched new Help Desk organizations from the ground up.

Essential Job Functions -Director of Help Desk

• Provides leadership, technical guidance, and oversight to Help Desk leaders and employees that fall under them.
• Defines Service Desk improvement roadmap in conjunction with infrastructure and security teams across the business
• Identifies and reports metrics that will drive service desk improvements.
• Consolidates and reports metrics from across Infrastructure and Operations on a weekly and monthly basis
• Responsible for budget management related to areas of responsibility
• Participates in management meetings, providing updates on areas of responsibility, and input on other topics impacting the business or Help Desk
• Ability to effectively manage multiple competing demands, with changing priorities
• Leads and/or actively supports high-profile initiatives related to the enhancement of Help Desk capabilities and service offerings
• Ensure a high standard of customer service is maintained for both internal staff and external customers.
• Monitor customer feedback and implement improvements to enhance the support experience.
• Ensure a high standard of customer service is maintained for both internal staff and external customers.
• Monitor customer feedback and implement improvements to enhance the support experience.
• Analyze data and trends to identify areas for improvement and implement corrective actions.
• Develop and launch internal Help Desk quality program
• Works well in a team environment and have a proficiency in communicating business and technical requirements to internal teams, customers, and vendors
• Develops and facilitates presentations to business partners, creating awareness of operational processes, performance, etc. (weekly, monthly, or quarterly business reviews)
• Develops and supports the implementation of process improvement strategies to enhance departmental efficiency and effectiveness
• Personnel management (hiring, performance reviews, terminating, coaching, mentoring, etc.)

Qualifications and Education - Director of Help Desk

• Proven experience in a leadership role within a retail help desk or technical support environment.
• Strong technical knowledge of retail systems, point-of-sale (POS) systems, and related technologies.
• Maintains a customer focus at all times
• Demonstrated success in the consolidation/centralization of people, processes and technologies related to Help Desks
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Experience with ITIL or other service management frameworks is a plus.
• Ability to successfully manage remote and hybrid employees
• Strong troubleshooting and outage resolution skills
• Proven abilities to take initiative and be innovative
• Excellent oral and written communication skills
• Must be a team player with strong attention to detail and able to work independently
• Proven track record of delivering timely and accurate results in a fast-paced environment
• Excellent critical thinking, problem solving, mathematical skills, and sound judgment
• Strong business acumen and ability to interface with non-technical counterparts.
• 8 years hands-on technical leading service desks with a proven track record of improvements
• 4 years- experience in a similar role managing technical personnel and technologies
• 4 years- experience in a similar role supporting or managing several large, complex business environments
• Demonstrated success in driving the integration of a single, consolidated team made of team members from across multiple divisions

Physical Demands and Work Environment - Director of Help Desk

This is largely a sedentary role; however, some general office activities are required. This would require the ability to lift files, open filing cabinets, bending, standing, and walking as necessary.

• Continuously required to stand
• Frequently required to walk
• Frequently required to utilize hand and finger dexterity
• 5%Frequently required to climb, balance, bend, stoop, kneel or crawl
• 100%Frequently required to talk or hear
• 0%Continually work near moving mechanical parts
• 0%Occasionally work in high, precarious places
• 0%Continually work around fumes, airborne particles, or toxic chemicals
• While performing the duties of this job, the noise level in the work environment is usually Quiet to Moderate
• The employee must occasionally lift and/or move up to 30 pounds
• Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus

Travel

Overnight travel based on business needs, but generally less than 20%