Helpdesk Manager

Description:

Skiltrek is seeking a highly skilled and experienced Help Desk Manager to join their team.

The Help Desk Manager will be responsible for designing, implementing, and managing ITSM processes and practices to ensure the efficient and effective delivery of IT services across the organization and as Help Desk Manager lead the support team and ensure the efficient delivery of technical assistance to our internal and external customers. This role is crucial in maintaining the overall health and performance of our IT operations and in maintaining the organization's IT infrastructure and providing exceptional customer service. Outside of helping the organization manage day-to-day Helpdesk activities, they will also be driving process improvement and building out ITSM best-practices.

Key Responsibilities:

" Help Desk Operations: Oversee the day-to-day operations of the help desk team, ensuring that all incoming support requests are addressed promptly and professionally. Manage service desk setup, including hours of operation, staffing, on-call management, RACI matrices and communication channels.

" Team Leadership: Lead, mentor, and develop a team of help desk technicians, fostering a positive and collaborative work environment.

" Ticket Management: Manage and prioritize support tickets, ensuring timely resolution and adherence to service-level agreements (SLAs).

" Customer Service: Maintain a high level of customer satisfaction by providing excellent customer service and resolving complex technical issues.

" Process Improvement: Continuously assess and enhance help desk processes and procedures to improve efficiency and customer experience.

" Technical Support: Assist the team in troubleshooting technical problems, providing guidance, and resolving escalated issues when necessary.

" Reporting and Analytics: Create and analyze help desk performance reports, identifying trends, areas for improvement, and opportunities for training.

" Knowledge Management: Develop and maintain a knowledge base for common technical issues and solutions.

" Vendor Management: Collaborate with third-party vendors and service providers to resolve technical issues and manage service contracts.

" Compliance and Security: Ensure that help desk practices adhere to security policies and compliance standards.

" Budget Management: Manage the help desk budget, ensuring cost-effective operations and resource allocation.

" Training and Development: Organize training programs for ITSM and help desk staff to keep them updated on the latest technologies and support best practices.

Skills:

ITSM, Incident management, process improvement, change management, configuration management

Top Skills Details:

1. 5 year of experience of management experience

2. Experience building out Configuration management database.

3. ITSM Strategy: Develop and implement an ITSM best practices that aligns with the organization's goals and objectives.

Additional Skills & Qualifications:

Qualifications:

" Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent work experience.

" ITIL or other ITSM-related certifications are highly desirable.

" Proven experience in ITSM, including designing and managing ITSM processes.

" Proven experience in a help desk or technical support role, with at least 10 years in a leadership or management capacity.

" Strong leadership and team management skills.

" Excellent communication and interpersonal skills.

" Analytical and problem-solving abilities.

" Knowledge of ITSM tools and software.

" Experience with compliance and risk management in IT service delivery.

" Ability to adapt to a fast-paced and dynamic IT environment.

Experience Level:

Expert Level

About Us

Skiltrek is an award-winning IT staffing firm and the staffing partner of choice for many leading companies across the US.

At Skiltrek, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances,

be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.

Skiltrek is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender,

race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law.

Skiltrek is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.