Helpdesk Manager (End-User Computing)

The primary function of the End-User Computing Manager is to manage the performance of the desktop support team to ensure service levels are achieved or exceeded. This Manager must maintain a strong understanding of the user environment and experience to ensure the End-User support provides exceptional customer service and incident response. Responsible for managing the daily operations of the support desk and escalations teams by organizing resources, scheduling staff, prioritizing ticket and project demands, counseling and training staff and optimizing processes and procedures to deliver first class service to the business.

Help Desk Oversight (45%)

• Oversee daily Help Desk activities including customer service, technical troubleshooting, incident resolution and problem management. Recognize opportunities for improvement and implement processes to enhance support desk operations.
• Perform efficient incident and problem management by providing complex technical troubleshooting, root cause analysis, resolution coordination and effective communications.
• Ensure EUC professionals follow guidelines and best practices for customer support, troubleshooting and use of the ticketing system. Implement and maintain quality assurance measures to ensure that our Help Desk and department deliver the best possible service experience.
• Manage documentation in support of daily operations such as standard operating procedures, troubleshooting guides and escalation procedures.
• Collaborate with SSG IT team to establish best practices, policies, and guidelines regarding the firm's software and technologies.

Project and Task Management (25%)

• Maintain organizational strategy to track and deliver projects and tasks.
• Clearly communicate project and task expectations to EUC professionals.
• Collaborate with Senior Manager of User Experience and other technology leadership for the roll out of new desktop equipment and software.
• Ensure timely completion of projects in support of department initiatives.

Team Leadership, Development and Administration (25%)

• Recruit, manage, and further the professional development and personal growth of EUC by providing professional development programs and continuing education opportunities.
• Empower and mentor EUC professionals to deliver exceptional customer service that improves our users' experience with technology.

General and Administrative (5%)

• On-call duty as needed.
• Performs other duties as assigned.

Requirements:

• Bachelor’s Degree in a computer-related field of study or three to five years related experience and/or training; or equivalent combination of education and experience.
• 4 years’ Service Desk experience.
• 2 years’ IT and or management experience.
• Ability to communicate well in written and verbal formats.
• Ability to inspire and motivate others.
• Ability to manage the time and deadlines of other people well.
• Ability to handle pressure exceptionally well, acting quickly, decisively, and effectively.
• Ability to focus on the Customer Experience.
• Ability to continually improve processes.
• Bi-Lingual in Spanish & English preferred.