Description

We are offering an exciting opportunity for a Help Desk Manager in Lincolnwood, Illinois. This role involves leading a dynamic team to ensure efficient operation of the service desk, improving customer experience, and maintaining standard operating procedures. The ideal candidate will possess a deep understanding of IT related issues and have a proactive approach to problem-solving.

Responsibilities:

• Lead the development and implementation of strategies for continuous improvement of service desk experience.

• Manage a team of service desk analysts and technicians who handle incident tickets, phone calls, emails, and other communications from customers requesting technical support for related desktop, laptop, peripherals, and IT related issues.

• Supervise day-to-day operations of the service desk, set specific customer service standards and standard operating procedures.

• Identify, research, and resolve complex technical problems.

• Create and manage escalation procedures and ensure service levels are maintained.

• Document, track, and monitor problems to ensure resolution in a timely manner.

• Manage and improve the IT knowledge base system.

• Schedule service desk to ensure coverage during normal business hours and on-call support as required.

• Work with IT support team resources to ensure proper processes are created and followed to inform, track, and support our customers.

• Create and manage reports to upper-level management about all aspects of IT technical management including SLAs.

• Monitor and manage support solutions and incident management provided by the team to our customers for efficiency, accuracy, and completeness.

• Develop and implement incident escalation procedures and ensure that newly implemented processes are consistently executed.

• Facilitate operational meetings in relation to regular process improvement activities related to service desk.

• Recommend changes in the operation of the service support functions to respond to changing customer requirements/expectations and to improve management of customer service issues.

• Interact with customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value.

Applicants should have proficiency in Citrix Technologies, Database, EO/IR systems, Microsoft, Networking, Active Directory, Computer Hardware, Configuration Management, Deployments, Deskside Support, Microsoft Office 365, Autotask, Cisco Networking, VMware, Basic Network Troubleshooting, and Basic Troubleshooting.

Requirements

• Proven experience in a Help Desk Manager role or a similar position.

• Proficiency in Citrix Technologies and Database management.

• Familiarity with EO/IR systems and Microsoft applications.

• Strong understanding of Networking concepts and practices.

• Experience with Active Directory management and Computer Hardware.

• Knowledge in Configuration Management and Deployments.

• Expertise in Deskside Support and Microsoft Office 365.

• Familiarity with Autotask and Cisco Networking.

• Proficiency in VMware and Basic Network Troubleshooting.

• Ability to perform Basic Troubleshooting tasks.

• Excellent communication and leadership skills.

• Strong problem-solving abilities.

• Ability to work in a team-oriented environment.

• Strong organizational and multitasking abilities.

• Bachelor's degree in computer science or a related field, or equivalent work experience.

Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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