Please note: This position requires full-time on-site presence. Remote work options are not available.
Company Background:
A leading Phoenix-based organization is looking for an energetic IT Help Desk Manager to join our team and work closely with our Infrastructure, Applications, and Information Security departments. This role is crucial in managing and supporting computer hardware, Windows OS, imaging, software installation, and deployment to end users. The role also involves providing support for Active Directory Services, M365 Collaboration Services, voice/telephone systems, printers, tablets, and other components of the End User computing environment. The successful candidate will interact with all technology teams and engage with end users to enhance service quality and drive new initiatives. The role will focus on resource management, ticket and project prioritization, staff development, and incident resolution. The ideal candidate will manage a high-performing team that adapts to a fast-paced environment, ensuring continuous improvement in user experience and service delivery.
Key Responsibilities:
- Oversee service requests, incidents, and problem management.
- Serve as an escalation point for complex support issues.
- Improve processes for portal/email/phone/ticket escalations.
- Manage the transition from legacy on-premises Active Directory to Azure Active Directory.
- Drive initiatives for automation and efficiency.
- Develop and support the team to enhance user experiences.
- Use service management data to drive continuous improvement.
- Monitor ticket queues and ensure KPI compliance.
- Oversee the Knowledge Management repository to ensure high-quality solutions.
- Manage vendor relationships and contracts.
- Foster continuous improvement within the Service Desk.
- Ensure budget compliance and operational efficiency.
- Lead the response to critical incidents.
Qualifications:
- Education and Experience: Bachelor's degree with substantial Service Desk experience; a minimum of 5 years in a management role or equivalent experience.
- Certifications: HDI or SDI certification preferred; ITIL certification or experience is a plus.
- Technical Leadership: At least 3-5 years of experience in technical leadership with Directory Services, including on-premises and Azure Active Directory.
- Access and Identity Management: Experience with Role-based Access and Identity Management.
- Collaboration Services: Over 5 years of experience leading teams with expertise in O365 Collaboration Services.
- ITSM Platforms: Extensive experience with ITSM platforms such as ServiceNow, ZenDesk, or similar.
- End User Services: Demonstrated success in leading End User Services teams.
- Communication Skills: Strong communication skills.
- Technical Proficiency: Skilled in patch management, Windows OS updates, vulnerability management, hardware troubleshooting, Office 365, networking technologies, and Windows 10 support.
- Customer Service and Management: Experience in customer service, inventory control, and asset management.
- Voice/Phone Systems: Experience with operational support for voice/phone systems.
- Remote Support: Proficiency with remote control software for PC desktop support.
- Problem-Solving: Excellent troubleshooting and problem-solving abilities.
- Task Management: Ability to prioritize tasks effectively and manage on-call duties after hours and on weekends.
