Help Desk Manager

Job Type: Full Time / Permanent

The Manager of L1 Services will oversee and coordinate the daily operational activities of the L1 Support Team, servicing all THQ, Store and Manufacturing facilities. This position will be responsible for delivering industry leading customer experience while providing first level technical support for a wide range of technologies including desktop hardware, client applications, telecommunications and data networking.

RESPONSIBILITIES: • Provide management level coordination of the L1 Support Team and the IT Deployment Center to process incoming contacts via multiple channels (telephone, web portal, and e-mail) to ensure courteous, timely and effective resolution of end user issues. • Ongoing development, training, coaching and annual performance reviews of L1 Support associates. • Daily monitoring and escalation of priority and aging Incidents. • Creation of trend, team, and customer satisfaction metric reports for review with IT Leadership to identify opportunities for continuous improvement. • Serve as a subject matter expert, escalation point and advocate for associate IT needs. • Maintain frequent communication with peers and IT teams to maintain awareness of issues or changing process/standards. • Assist with or create new policy/procedure as required to adjust to business needs or changes in the environment. • Continuous maintenance and contributions to L1 Support knowledge assets • Assist with the definition, documentation, communication and training of Incident, Problem and Service Request Management standards inspired by ITIL best practices. • Oversite of store IT hardware installation and break/fix activities including inventory management, logistics and project coordination. • All other duties as assigned.

QUALIFICATIONS: • Bachelor’s Degree (Business Administration, Computer Science or related field) or equivalent experience. • Prior IT work experience in office, retail and building materials supply. • 3+ years of experience with Microsoft Office Suite products including Outlook, HP Server, Laptop and Desktop hardware, ServiceNOW, Active Directory, Windows XP-10, Windows Server 2012, remote control technologies such as Microsoft Remote Desktop, HP VMS, Terminal Emulation programs, SCO Unix, Aruba wired and wireless networks and Avaya PBX/IP Telephony • Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action. • Relentless dedication to customer service in both words and actions • Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively. • Strong analytical, prioritization, interpersonal and problem-solving skills. • Strong verbal and written communication skills • Demonstrated collaborative skills and ability to influence peers and senior management. • Ability to work in a fast-paced and deadline-oriented environment. • Self-motivated with critical attention to detail, deadlines, and reporting. • Prior Supervisory experience preferred. • ITIL, HDI or similar certifications preferred.