IT Support Associate providing Tier 2 technical support for Rowan's digital infrastructure. Troubleshooting hardware, operating systems, and collaboration technology while ensuring smooth operations.
About the role
- Director of Helpdesk Operations at HonorBuilt managing helpdesk operations for technical support services. Leading strategy and team performance to enhance service delivery.
Responsibilities
- Provide strong leadership to teams of support professionals bridging communications across multiple Helpdesks.
- Foster a positive and collaborative work environment, promoting teamwork, professional growth, and employee satisfaction.
- Conduct regular performance assessments, coaching, and mentorship for both team members and leaders to enhance team capabilities.
- Develop and implement standardized processes and responsive procedures for support to ensure consistent service delivery across all Helpdesk entities and locations.
- Monitor and manage the performance metrics of each Helpdesk, ensuring adherence to service level agreements (SLAs) and continuous improvement in efficiency and effectiveness.
- Collaborate with senior leadership and additional teams to align support strategies with overall organizational goals.
- Develop and implement a strategic roadmap for the evolution of our Helpdesk services, keeping abreast of industry best practices and emerging technologies.
- Build and maintain strong relationships with internal stakeholders to understand their support needs and expectations.
- Act as a point of escalation for complex issues and work proactively to resolve challenges across teams in a timely manner.
- Identify and evaluate new technologies and tools to enhance the capabilities of Helpdesk operations.
- Stay informed about industry trends and emerging technologies to drive continuous improvement in support services.
- Develop and manage the budget for IT Helpdesk operations, ensuring optimal resource allocation and cost-effectiveness.
Requirements
- 10+ years of experience in a leadership role overseeing multiple teams, locally and remote.
- Bachelor’s degree in information technology, Computer Science, or directly related industry standard certifications.
- Strong knowledge of IT service management (ITSM) principles and best practices.
- Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
- Demonstrated experience in strategic planning, budget management, and project management.
- ITIL certification and ServiceNow experience are a plus.
Benefits
- Health insurance
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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