Help Desk Manager

Summary:

Responsible for planning and delivery of support services to clients, ensuring the highest level of support delivery which would include training of staff and upkeep of training documentation. The Help Desk Manager will manage 2 teams: The Help Desk Team and the Escalation Team, referred to herein as “Team(s)”.

Essential Duties & Responsibilities:

· Monitor all High and Critical tickets to ensure that timely resolution takes place

· Monitors and ensures Teams are providing proper support in accordance with our SLAs

· Accountable for meeting client Service Level Agreements

· Autotask daily ticket review to ensure quick closure of tickets

· Maintain a central source of information (Autotask/IT Glue) enabling Service Delivery engineers to recover from outages with minimal disruption to expected service levels

· Isolate problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found

· Invokes problem escalation procedures on all unresolved tickets according to client SLA’s

· Ensure that Teams are following INSC ticket handling protocols and procedures

· Ensure that all Teams are properly accounting for their time work through the Autotask Ticketing System and time is entered when the work is performed

• Ensure that all Teams are updating IT Glue for any identified changes to client IT hardware/software inventory and/or documentation

· Review “Daily Ticket Review Summary” Dashboard as well as other dashboards, as needed, identified by management

· Expectation that Teams are at 90% of timesheet hours hitting minimum (35 Hours)

· Expectation that Teams are at 90% Timesheet on-time entry (35 Hours)

· Expectation that Teams meet 85% Ticket Closure SLA Met

· Perform staff scheduling of all shifts to ensure Team coverage during normal business hours, evening, night, and weekend shifts

· Review Team vacation requests and coordinate to ensure proper staffing to meet client needs

· Coordinate training requirements of Teams, including training on all INSC Help Desk shifts

· Oversee Help Desk operations driving tickets, assisting engineers and improve overall staff performance

· Hold monthly Learning Hour sessions for the Teams to bolster knowledge of technologies, INSC process and clients

· Resolves problem situations in a professional manner

· Manage team leads, providing guidance and supervision to ensure proper delivery of client services

· Work to keep a consistently reasonable open ticket average count for Teams

· Ensure average time to close tickets for Team is in line with SLAs

· Ensure average ticket age for teams is acceptable

· Work to keep the average weekly # of closed tickets for teams at agreed level

· Updates and distributes Teams’ work schedule(s) on a weekly basis

· Oversee billable activity to ensure it is being documented accurately

· Responsible for assuring users are provided efficient and timely first and second level support on a 7x24 basis

· Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through

· Be available off-hours via, email, text or phone to handle critical client issues

· Knowledge of client SLA’s

· Knowledge of Client Environment (infrastructure, software, workstations, ISP, etc)

· Client support and service is of the utmost importance, this role should strive to ensure their work generates positive feedback (may be in the form of verbal, email or client surveys) for themselves and their teams

· Develop annual plan for Help desk Team including key strategies, training and goals, including timelines, for improving Help Desk team operations

· Provide leadership by projecting a positive attitude and providing learning incentives,

· Accomplishes department objectives by managing staff; planning and evaluating department activities.

· Maintain staff by recruiting, selecting, orienting, training and dismissal

· Ensures a safe, secure, and legal work environment

· Develops personal growth opportunities

· Accomplish staff results by communicating job expectations, planning, monitoring, and appraising job results

· Prepare annual (and in the interim, throughout the year) staff performance reviews

· Coach, counsel, and discipline employees

· Resolve conflicts or complaints from customers and employees

· Accurately communicates pertinent information

· Solves problems and makes decisions daily relative to team responsibilities

· Attends and participates in weekly Managers Meeting

· Keeping Managers Calendar up-to-date for out of office INSC work related activities for you and your staff

· Taking ownership in processes and assisting Executive Management in driving improvements/change

· Take on projects from Executive Team on a need-be basis

· Other duties, tasks and responsibilities may be assigned at any time

Supervisory Responsibilities

Responsible for managing Help Desk and Escalations teams

Certificates and Licenses:

· ITIL preferred

Competencies:

To perform this job successfully, an individual should demonstrate the following competencies.

• Adaptability
• Customer Service
• Dependability
• Initiative
• Written/Oral Communications
• Problem Solving

Requirements:

• A valid driver's license and the ability to drive
• A personal, functioning vehicle
• Working internet

Job Type: Full-time

Pay: $100,000.00 - $150,000.00 per year

Experience:

• Help desk: 10 years (Required)

Ability to Commute:

• Stamford, CT 06902 (Required)

Ability to Relocate:

• Stamford, CT 06902: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Stamford, CT 06902