Help Desk Manager
About The Position
The incumbent is expected to perform the following functions that the company has determined are essential to this position: Oversee the daily operations of our DX-I help desk, ensuring efficient and effective resolution of technical issues, and providing exceptional customer service to our internal customers. Lead, mentor, and motivate a team of DX-I Infrastructure support analysts, providing guidance and support to ensure high levels of productivity. Manage the day-to-day operations of the DX-I help desk, including ticket triaging, assignment, and resolution, ensuring timely response and resolution of technical issues. Serve as an escalation point for complex technical issues, providing hands-on assistance and guidance to help resolve issues in a timely manner. Continuously evaluate and improve help desk processes and procedures to enhance efficiency, streamline workflows, and improve overall service delivery. Maintain accurate documentation of help desk procedures, troubleshooting steps, and knowledge base articles to facilitate efficient issue resolution and knowledge sharing. Monitor and update key performance metrics and KPIs to track help desk performance, identify areas for improvement, and implement corrective actions as needed. Develop and implement training programs to enhance the technical skills and knowledge of help desk staff, ensuring they stay up to date with the latest technologies and best practices. Ensure compliance with company security policies and procedures, including data privacy regulations and best practices for information security. Perform other related tasks as required.
Requirements
- Foster a customer-centric culture within the help desk team, ensuring that all interactions with internal customers are professional, courteous, and effective.
- Proven experience in a supervisory or managerial role within a DX-I help desk environment.
- Strong technical background with expertise in troubleshooting hardware, software, and network issues.
- Excellent leadership, communication, and interpersonal skills.
- Ability to effectively prioritize tasks and manage multiple priorities in a fast-paced environment.
- Experience with DX-I service management tools (e.g., ServiceNow, InvGate, etc.) preferred.
- Proficiency in leading both physical and virtual teams
- B.S. degree in IT related field. Equivalent experience will be considered.
- Relevant technology (e.g. HDI, ITIL, etc.), specific certifications required.
Nice To Haves
- Experience working with Regional or Global DX-I suppliers.
- Knowledge of automotive manufacturing business a plus.
- A strong desire to learn through research and continuing education pursuits.
Responsibilities
- Oversee the daily operations of our DX-I help desk, ensuring efficient and effective resolution of technical issues, and providing exceptional customer service to our internal customers.
- Lead, mentor, and motivate a team of DX-I Infrastructure support analysts, providing guidance and support to ensure high levels of productivity.
- Manage the day-to-day operations of the DX-I help desk, including ticket triaging, assignment, and resolution, ensuring timely response and resolution of technical issues.
- Serve as an escalation point for complex technical issues, providing hands-on assistance and guidance to help resolve issues in a timely manner.
- Continuously evaluate and improve help desk processes and procedures to enhance efficiency, streamline workflows, and improve overall service delivery.
- Maintain accurate documentation of help desk procedures, troubleshooting steps, and knowledge base articles to facilitate efficient issue resolution and knowledge sharing.
- Monitor and update key performance metrics and KPIs to track help desk performance, identify areas for improvement, and implement corrective actions as needed.
- Develop and implement training programs to enhance the technical skills and knowledge of help desk staff, ensuring they stay up to date with the latest technologies and best practices.
- Ensure compliance with company security policies and procedures, including data privacy regulations and best practices for information security.
- Perform other related tasks as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
