Help Desk Operations Manager

Help Desk Operations Manager

** In office position based out of Springfield, IL**

• Team goal is to deliver frontline technical support for internal users for both business and IT.

• Foster positive end-user relationships and drive user satisfaction.

• Promote continuous improvement of Tier 1 support, desktop administration, and telecom delivery for all stakeholders.

• Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.

• Gather and report operational metrics, accomplishments, and priorities for leadership meeting(s).

• Establish and implement ITIL standards.

• Analyze the business requirements of all departments to determine their technology needs.

• Escalation and resolution of software issues to the information systems/development teams.

• Define team goals and lead staff to achieving desired results, and while being accountable for team performance.

· Define and implement processes and procedures for supporting the enterprise.

• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to users to ease in troubleshooting.

• Develop and maintain Technical Support/knowledge base within ITSM platform.

• Other duties as assigned. Management reserves the right to assign or reassign duties and responsibilities at any time.

• Accomplish department/division objectives by supervising employees and monitoring their progress and performance.

• Maintain departmental staffing by recruiting, selecting, orienting, and training employees and developing personal growth opportunities.

• Develop employees within their roles via coaching, counseling, and disciplining employees.

• Conduct regular check-ins with all direct reports to monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.

• Conduct annual performance evaluations for all direct reports.

• Maintain safe and healthy work environment by establishing and enforcing organization standards and adhering to legal regulations.

#IND1

#VIZI#