Help Desk Manager

Responsible for overseeing all Help Desk functions, including providing technical assistance and support related to computer systems, hardware, software, and network systems. The position will manage a team of Help Desk Technicians while delivering high-level support for customer inquiries escalated by the team. Additionally, manage staff schedules and workloads, offer training and support, implement process improvements, and make hiring decisions when necessary.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Manage and support Help Desk staff
• Write training documentation and assist in training Help Desk staff and users
• Install, modify, and repair computer hardware and software
• Troubleshoot, diagnose, resolve, and/or escalate problems related to the company’s network, software, servers, and other I.T. infrastructure
• Follow up to ensure reported issues are resolved and meet customer satisfaction expectations
• Responsible for assuring users are provided efficient and timely first and second-level support on a 24x7 basis
• Schedule staff to guarantee Help Desk availability during business hours and provide on-call support when needed.
• Provide staff support for tasks and projects relative to Client Systems, Server Infrastructure, Devices, Wide Area Network connections, Local Area Network connections and Telecommunications functions
• Monitor Incident Management Software and follow up with assigned personnel to ensure timely resolution of support incidents
• Maintain a central source of information/documentation to enable Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
• Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department and operations
• Identify training needs and assist in establishing general training requirements for the Help Desk staff
• Oversee IT equipment inventory levels and tracking, ensuring alignment with maintenance plans and budgetary constraints
• Prepare Request for Expenditure and required documentation as needed
• Document and standardize Help Desk processes to ensure consistent customer service
• Identify opportunities for continuous improvement and cost reduction. Manage resources to include project responsibilities as well as support coverage
• Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are implemented
• Regular and reliable attendance at work

Competencies

• Technical Capacity
• Leadership
• Communication Proficiency
• Problem Solving/Analysis
• Collaboration
• Customer / Client Focus
• Thoroughness
• Adaptability

Supervisory Responsibility This position manages all department employees and is responsible for the performance management and hiring of the employees within that department.

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The associate may occasionally be required to lift 51 pounds, anything greater than 51 pounds requires assistance. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Warehouse environment is subject to seasonal temperatures and regular exposure to forklift traffic.

Position Type/Expected Hours of Work

Full-Time, Exempt. Schedule flexibility for extended or unplanned work hours is required.

Travel

Travel between locations is required. 25% travel to remote locations.

Education and Experience

• Associate degree or equivalent combination of education and experience is required
• 5 years of related technical and managerial/supervisory experience in a Help Desk environment supporting client systems, server infrastructure, client software, Wide Area Networks (WAN), Local Area Networks (LAN), and other types of equipment, devices, and technology
• 3 years of experience working with 3rd party software vendors, troubleshooting mission-critical application errors, etc.
• Microsoft MCSE Certification, strongly preferred
• Experience working in warehousing, logistics, manufacturing, or related industry, preferred

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

TVS SCS NA is committed to cultivating a diverse and inclusive culture as an EEO employer. The TVS SCS NA team does not discriminate against candidates and employees because of their disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law within any employment practices. We are pleased to provide reasonable accommodations to applicants; please contact [Hope Molyneaux, JMolyneaux@tvsscs.com] to request a reasonable accommodation. The employee selected for this role must be able to perform the position's essential functions satisfactorily. If requested, reasonable accommodation will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

TVS SCS NA complies with the CPRA: CALIFORNIA PRIVACY NOTICE https://www.tvsscs.com/wp-content/uploads/securepdfs/2023/02/CALIFORNIA-PRIVACY-NOTICE-1_18_23.pdf