The Wounded Warrior Project (WWP) Help Desk Manager is responsible for leading, developing, and motivating our team of Help Desk Technicians to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget. Additionally, the Help Desk Manager will be responsible for implementing and adhering to policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
Areas of Responsibility:
- Develop performance measurement framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills
- Create and maintain a training program for increased business, customer service, and technical knowledge
- Work with the IT trainer to develop and update training plans, materials, and documentation for users; coordinate new user and ongoing training sessions
- Resolve escalated issues of complex scope that impact the team and overall business objectives
- Manage Help Desk resources for optimal performance consisting of resource management for incoming customer inquiries, projects, administrative work, and time allotted for holidays and time off
- Request equipment, tools, and software needed to allow Help Desk team members to adequately support customers
- Perform IT installations and configurations, and troubleshoot computer hardware and software in accordance with IT Services standards
- Manage the IT Help Desk to provide 1st level technical support; answering support queries via the telephone and email
- Act as a further escalation point for unresolved or escalated requests
- Ensure support team takes ownership of user problems
- Ensure all requests are logged in the IT Help Desk ticketing system
- Ensure knowledge management systems and documentation are kept up to date
- Proactively analyze incident trends and recommend and implement actions, with approval, to reduce incidents
- Keep users regularly updated with alerts advising of any new or changed information
- Keep all WWP hardware safe and secure
- Develop business case justifications and cost/benefit analyses for IT spending and initiatives
- Leverage comprehensive understanding of support technologies to provide relevant adoption and technical recommendations on solutions and enhancements customized to WWP’s business needs
- Update job knowledge by researching new technologies and software products; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
- Manage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions
- Oversee other core functions of the Help Desk including asset inventory, workstation patching, and other duties as assigned by the IT Operations Director
- Other duties as assigned
Skills/Experience:
Knowledge, Skills & Abilities
- Advanced operating knowledge of and experience with personal computers, Macintosh computers, peripherals, Windows, Mac OS, mobile devices and Microsoft Office
- Operating knowledge of typical office equipment, such as Cisco VoIP telephones, copiers, e-mail, etc. required
- Exercise confidentiality and good judgment when working with sensitive issues
- Ability to reach common ground and drive personnel toward ITIL best practices in a new and growth oriented environment
- Passionate about technology and solving problems
- Detail oriented and organized with an ability to meet deadlines
- Strong problem determination and resolution skills
- Demonstrated ability to work independently
- Excellent verbal and written communication skills with ability to effectively communicate with users of diverse backgrounds and skill levels
- Demonstrated ability to effectively and efficiently manage multiple projects in varying complexity
- Strong documentation and training skills
- Adept at implementing technology-enabled business solutions for clients as part of a high-talent team focused on over-delivering customers' needs
- Unequivocal commitment to the highest standards of personal and business ethics and conduct
- Self-motivated and able to work within a project-based environment; takes initiative to drive projects to completion
- Ability to contribute to a positive work environment and overall team effort in the department and organization
- Ability to influence others without having direct authority
- Ability to work independently with little or no supervision
- Ability to work well under pressure and handle multiple projects and deadlines
- Exceptional interpersonal skills; team player
- Ability to work in an extremely fast paced environment with constantly changing priorities
- Highly analytical - strong problem analysis/diagnostic and resolution skills
- High level of proficiency in Microsoft Office
Education & Experience Requirements
- Bachelor’s degree in Computer Science, Information Systems, or other related business field required. Equivalent experience or combination of education and experience will be considered in lieu of the degree.
- Minimum of five (5) years of experience in staff management required
- Minimum of three (3) years of experience leading a Help Desk team
- Minimum of three (3) years of experience working with software and hardware vendors preferred
Certifications & Licensure
- CompTIA A+ Certification preferred
- CompTIA Network+ Certification preferred
- CompTIA Security+ Certification preferred
- ITIL Foundation Certification preferred
- Microsoft Certifications preferred
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 16 2017
Active Until:
Sep 16 2017
Hiring Organization:
Wounded Warrior Project, Inc.
industry:
Nonprofit