Helpdesk Manager

Overview

JOB SUMMARY: The Helpdesk Manager position is responsible for delivering our IT managed services to a client account with the support of a cross-functional team. Although technical capabilities are necessary, this role is primarily responsible for managing helpdesk staff, operations and customer relations.

Responsibilities

ESSENTIAL FUNCTIONS:

Operations Management

• Ensure helpdesk policy & procedures are well documented and adhered to on a daily and weekly basis.
• Identify procedural gaps and work with internal and client stakeholders to establish or amend existing operational procedures.
• Oversee the client organization's equipment procurement and management, including workstations, mobile devices, and other helpdesk related equipment.
• Oversee client staff onboarding and offboarding procedures to ensure accuracy of Active Directory .
• Oversee vendor management for services related to the helpdesk.
• Track service renewal dates to ensure contracts and billing are escalated to management.
• Oversee virtual and on-premise audio visual management for the organization. Coordinate with clients and helpdesk staff to ensure meeting and event technology requests are met and exceeded.

Team Management

• Lead a team of 4 helpdesk engineers on a daily basis.
• Manage support ticket triage, ensuring SLAs are met and exceeded.
• Directly assist with tickets during high volume.
• Oversee ticket metrics, identify patterns, and make improvements based on data and staff feedback.
• Schedule team resources to meet client obligations in a timely and effective manner.
• Motivate individual and team growth and performance.
• Participate in relevant review meetings for team members (e.g. performance).

Customer Service

• Act as the point of contact for client concerns and escalate issues related to tickets appropriately.
• Identify and promote opportunities to improve our processes and service delivery.
• Schedule client maintenance periods and downtime with the client and designDATA.
• Act as Incident Manager for issues affecting clients during regular business hours.
• Participate in the On-Call Operations Manager rotation to for after-hours incidents.

Project Management

• Research new technologies & services to solve technical or operational challenges. Assess their viability and make recommendations for potential implementation.
• Manage project delivery for client accounts with the support of internal technical resources.
• Meet with vendors subject matter experts and resource managers to plan and staff projects.
• Manage project teams throughout project duration to ensure timely and successful completion.
• Keep clients informed, manage their expectations, and drive delivery of their dependencies.
• Keep our leadership team informed of project status, including new risks and needs.

Qualifications

CERTIFICATIONS:

• Attain CompTIA Project+ or other approved Project Management certification within 9 months of moving into this role.

KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor's degree preferably in information technology management or related field.

• 4+ years of progressive IT experience.
• IT management and/or supervisory experience desired but not required.
• Proven track record managing a diverse technology group in a fast-paced and customer-focused team environment.
• Outstanding ability to work both independently and within a team environment.
• Outstanding communications and customer relations skills.
• Excellent documentation management skills.
• Strong and diverse technical skills with a willingness to be hands' on as needed.
• Proven ability to communicate with both end users and executives.
• Willingness to go "above and beyond" to exceed customer expectations.
• Effective client-facing interpersonal skills; comfortable and effective at acting as a liaison between multiple technology groups.
• Tailors communication appropriately within the team, the company, and clients.
• Exceptional analytical and problem-solving skills.
• Works well under stress, pressure, and deadlines.
• Thrives on working well with clients and provides exceptional service
• Well-organized, self-directed team player.
• High level of proficiency with Microsoft & Google software, and a desire to learn about cloud and computer networks.
• Certifications (desired but not required): Microsoft, Google Workspace, ISC2, and CompTIA, ITIL certifications.

WORKING ENVIRONMENT: The majority of work is performed in a professional office setting with a wide variety of people with differing functions, personalities and abilities. Some travel will be required a few times a year to various hotels throughout USA and Canada.

REASONABLE ACCOMODATION: It is design DATA, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: design Data, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: design Data, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available For questions on the job posting contact .

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at