Help Desk Manager

Ref ID : 05210-0012439804

Classification : Help Desk Manager

Compensation : $90000.00 to $100000.00 yearly

Our client, located in Guelph is looking for a Help Desk Manager who will be accountable for managing the help desk team and daily operations as well as all leading and coordinating all Helpdesk projects.

Reporting directly to the IT Manager, the Help Desk Manager will be accountable for delivering projects in a timely way to achieve customer service levels, satisfaction and the reduction of repetitive work.

The Help Desk Manager will direct and manage the Help Desk Team, as well as third party service providers, and be accountable for enforcing and achieving customer service levels, managing infrastructure costs, and managing the service provider relationships and contracts.

Position Responsibilities :

• Manage team directly responsible for first and second level support for users.
• Ensure team compliance with agreed to SLA’s, tracking of all incoming issues and management of IS issue tracking.
• Manage ticket backlogs and find creative ways to maintain acceptable levels and improve service levels on a continuous basis.
• Provide metrics on all services provided by helpdesk team.
• Solve directly, or otherwise escalate and follow up to ensure second level or higher issues are resolved on a timely basis.
• Guide team on best practice for PC’s imaging and install all related software packages, improving on new equipment delivery time to users.
• Liaise as necessary with external vendors (Phone lines, Software, Mobile) and other IT team members, to fulfill necessary technical activities to ensure user support.
• Manage team that creates or maintains Active Directory user accounts.
• Lead creation of user support documentation for new systems being implemented, e.g. EAS
• Responsible for leading all IS Helpdesk projects and changes.
• Accountable for ensuring the smooth setup, installation and ongoing service of the company's technology infrastructure including networks, servers, hardware and software and managing third party service providers.
• Lead, mentor, coach and develop employees within the Help Desk team.
• Monitor the achievement of customer service standards and pre-determined targets.
• Help develop the annual infrastructure budget and manage associated costs.
• Oversee inventory and asset movement by ensuring that all assets are logged into inventory and that an accurate record is maintained.
• Act as a senior escalation point on technology and infrastructure issues, including after-hours emergencies. Develop, activate and manage contingency plans for outages and ensure security is maintained and enforced.
• Consult with external sources, colleagues and functional area experts to determine best practices and apply them in cost effective manner.

Job Requirements : REQUIREMENTS :

REQUIREMENTS :

• Minimum of a community college diploma or equivalent experience.
• Minimum of 5-7 years experience in an IT role, preferably Helpdesk support.
• Minimum of 3 years management experience leading a multi-location team.
• In depth knowledge of Wide Area Network infrastructure management and related hardware support practices.
• Experience with Windows Server; exposure to Unix would also be beneficial.
• Strong team player who is comfortable participating in a variety of multi-disciplinary teams.
• Exemplary analytical and problem solving skills with the ability to determine the root cause and prevent future occurrences;
• Ability to manage critical / emergency situations.
• Excellent communicator, both written and verbal.
• Ability to multitask and handle various projects, deadlines and changing priorities.

Our Client offers a competitive salary and benefits package and the opportunity to work in a challenging team-oriented environment.

This position will remain open until a suitable candidate is selected. If you have the qualifications we are looking for, please submit your resume online.

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