Manager, Helpdesk & Desktop Support
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Manager, Helpdesk & Desktop Support
Ref No.: 17-00308
Location: Lake Oswego, Oregon
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Job Summary and Primary Job Responsibilities 
The IT Helpdesk and Desktop Support Manager is responsible for providing superior services for our internal customers around the assigned scope of work: this includes managing desktops and responding to requests and issues with an appropriate sense of urgency and a focus on quality experience. 
This role will ensure that IT meets or exceeds negotiated service levels. It will provide leadership in establishing services, a playbook of execution, feedback loops through surveys and other tools, the implementation of ITIL service framework, and a continuous improvement mindset to increase the effectiveness of our services to the benefit of our internal customers. 
In addition to working with business units based in the US and with those in satellite offices, the role will also collaborate with other IT Teams: network, server, security, applications, and our teams in Mexico where leverage is beneficial.
Attention to details, problem solving, driving with metrics/analytics, ITIL service methodology, collaboration, team development, vendor management, proactive planning, resource and task management, and strong execution skills are required to deliver on the goal of this position. 
This role provides technical guidance and consults with vendors and other systems support units to identify and resolve complex customer problems. The Helpdesk and Desktop Support Manager contributes information on projects, assets and problem tickets for periodic reporting and improvement plans.

Main Duties
  • Collaboration with other teams to ensure Service Levels (SLA's) are in place and Key Performance measures KPI's are defined and agreed for Help Desk and Desktop Services.
  • Accountable for fulfilling SLAs on Helpdesk and Desktop Support Ticket and Request queues.
  • Provide team leadership and strong management of related processes and resources including: evaluation and mentoring of team resources, training support and coaching, performance feedback.
  • Management of day to day activities ensuring focus on priorities, resolution of conflicts to meet services, improvement plans and risk remediation.
  • Act as a point of escalation for unresolved or escalated needs.
  • Attend change advisory meetings: active participant in supporting the change process and providing input to improve its effectiveness.
  • Establish and manage staffing levels using internal and external resources ensuring adequate daily and on-call support 365 days a year.
  • Ensure processes are in place to appropriately triage requests and issues and monitor as required.
  • Ensure that established procedures are maintained and adhered to for any IT related work or IT requests.
  • Drives proactive identification of problems and implementation of fixes for applications through testing at the Desktop level.
  • Help and support testing new applications on existing hardware configurations, and recommend upgrades, patches and/or fixes and as needed adjust.
  • Manage projects assigned to Helpdesk and Desktop Support team including assigned staffing.
  • Maintain and provide asset management reports on all deployed systems and software
  • Help defining and maintaining hardware and software standards.
  • Manage coordination of equipment repairs for hardware, ensure patches are deployed, comply with licensing agreements for devices including network.
  • Create monthly dashboards based on defined SLAs and create action plans for driving better service solutions.
  • When needed perform the duties of subordinates, providing Level 1 and Level 2 support to the company and its affiliates.
  • Communicate with internal customers to inform and respond as required with a sense of urgency and empathy.
  • Ensure staff takes ownership of internal customer's problems, strive for first call resolution, and lead / drive proactively when dealing with issues.
Professional Qualifications
  • Bachelor Degree in Engineering or Computer Science desirable or equivalent working experience in similar role.
  • Minimum 5 years' experience in similar role including Help Desk and Desktop leadership in a public company.
  • Proven track record of strong execution in a customer focused environment.
  • Strong knowledge of corporate desktop technologies including Microsoft Windows Operating systems, Active Directory, Jira, SCCM/MOM, AV and endpoint protection tools, Azure, O365 support, backup of endpoints, basic security, Mobile Device Management, and MAC OS.
  • Excellent AD skills including Azure and O365, MS 2003 -- Current, CommVault, knowledge of SANs, VMWare vSphere, Endpoint protection, AV, backups/restore.
  • Other skills that are desirable are MS Exchange, Microsoft SCCM and, Microsoft SCOM, Microsoft Web Services; MS Dynamics, Sharepoint, Group Policies, Orion Solarwinds, Citrix and VDI.
  • Proven track record of successfully managing global AD in Azure with a global O365 tenant for a multi geo-location infrastructure with simplified OU structure to support several business units and locations.
  • Expert knowledge of remote access capabilities to large enterprise systems based on role based access and security model.
  • Knowledge of mobile device management and safeguarding company owned data.
    Collaboration and Other Critical Qualifications
  • Proven track record of driving for results and taking initiative to affect change in business services
  • Strong organizational skills including prioritization
  • Focus on customers: a) focus on business outcome to deliver work that improves business value, b) creates positive experiences through active listening, appreciative inquiries, seeking feedback for action, continuous improvements and follow through.
  • Strong listening and written communication skills along with strong oral and written presentation skills.
  • Requires advanced problem solving skills, along with a demonstrated ability to outline and organize complex and communicate issues and resolution.
  • Strong history of continuing education and drive to increase skill set.
  • Ability to deal with a variety of problems and decide upon the best answer, path to address with appropriate input, informed judgement and facts.
  • Excellent analytical skills for root cause analysis and troubleshooting

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