IT Help Desk Services Manager

Job Information

• The Help Desk Services Manager is responsible for service delivery for all Consumer employees. This role requires close collaboration with the Systems Services, DevOps Services, and Infrastructure and Security Services Teams to ensure reliable and timely delivery of practical technical solutions. The role is that of a leader, from which other team members are pulled in and help accountable to the needs of the business. The strength of the role is the own and lead a team and has the expectation to create, streamline, and implement policies, procedures and processes.

Location: Portland

Reports To: IT Help Desk Manager

Job Summary

The Help Desk Services Manager is responsible for service delivery for all Consumer employees. This role requires close collaboration with the Systems Services, DevOps Services, and Infrastructure and Security Services Teams to ensure reliable and timely delivery of practical technical solutions. The role is that of a leader, from which other team members are pulled in and help accountable to the needs of the business. The strength of the role is the own and lead a team and has the expectation to create, streamline, and implement policies, procedures and processes.

Duties and Responsibilities

• Manage all Help Desk Services

• Deliver frontline technical support for CCI employees and call center staff

• Foster positive end-user relationships and drive customer satisfaction

• Promote continuous improvement of support, end-user equipment administration, and telecom delivery for all end-users

• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective actions if necessary

• Work with the Help Desk Services manager to define and implement ITIL standards

• Successful delivery of services and projects supporting the business on time and within budget through proactive team management

• Help to define and implement processes and procedures for supporting all departments and business units across the organization

• Create, maintain, and continually improve upon all help desk services processes and documentation.

• Oversee Asset Management and Inventory

• Manage the software and hardware purchases for the helpdesk and end-user equipment.

• Identify the need for upgrades or repair, configurations or new systems, and report to upper management

• Maintain up-to-date inventory of all IT related equipment, software, and licenses

• Ensure clean, professional, and organized IT areas at all locations

• Management/Teamwork

• Assist team with daily tasks, prioritization, and triage, and troubleshooting

• Manage staff by recruiting and training employees, communicating job expectations, and monitoring performance

• Communicate effectively and keep all stakeholders informed and consulted where appropriate

• Usually acts as technical lead for Help Desk projects and provides organizational leadership to the team

• Significant latitude for independent judgement and decision making

The above statements are intended to describe the general nature and level of work performed and not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel assigned to this job. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.