Help Desk Manager

Help Desk Manager

 Addison, IL

  Direct-Hire - $110,000 - $120,000

About the Company

Our client, a world-renowned multi-million-dollar manufacturer of outdoor and indoor equipment, is embarking on another exciting phase of technical transformation by expanding and enhancing their internal IT landscape. With a Global presence, over 50 locations, countless publications, & several pioneering projects in the pipeline for the next several years, they are expanding their IT team to accommodate growth fueled through acquisition and product expansion.

The Help Desk Manager oversees and coordinates the activities of Help Desk Technicians, providing assistance to computer users with hardware and software issues. This includes responding to customer inquiries via phone or email, diagnosing problems, and guiding users through solutions. The role also involves troubleshooting system issues, collaborating with technical staff, and liaising with software and hardware vendors. Additional responsibilities include training, documentation, project management, and staff oversight.

This role offers a hybrid work schedule with 3 days a week in the office!

Position Summary:

• Manage, supervise, and assign tasks to help desk personnel – local and non-local desktop support team.
• Act as an escalation point for technical support, collaborating with network, security, and application teams.
• Provide business leadership reports on help desk performance, activities, and operational challenges to business stakeholders.
• Develop workflows, processes, goals, and policies to improve customer and technical service.
• Manage asset inventory, negotiate contracts with 3rd party vendors, establish process for procurement processes.
• Administer security groups and permissions as needed.
• Standardize technical procedures for increased efficiency and effectiveness.
• Create and update training materials for help desk staff.
• Assign training sessions to enhance technical and troubleshooting skills.
• Work with various departments to standardize processes and ensure smooth communication.
• Keep end-users informed about changes affecting their computer usage.
• Maintain knowledge of network and desktop support systems.
• Plan and implement projects to educate users and improve efficiency, such as FAQs, email tips, and support updates.

Minimum Experience:

• A minimum of 3 years of related experience as a leader in an IT environment.
• Must have strong experience utilizing and tracking metrics in ticketing system (ServiceNow, Jira, etc.)
• Strong experience providing desktop support to executives and team members (white glove support)
• Must have experience allocating and maintaining IT budget (procurement, asset management, etc)
• Ability to troubleshoot and resolve technical support issues for hardware and software systems- Acting as a hands on leader.
• Strong verbal and written communication.
• Advanced technical knowledge in hardware, software, and network systems.
• Experience in the manufacturing industry is preferred.
• Translate business needs into IT strategies.
• KPI creation and metric tracking for team and problem resolution.
• Experience supporting ERP systems (SAP) highly valued
• Scripting experience highly valued (PowerShell)
• Build and maintain effective relationships with stakeholders.
• Familiarity with Microsoft products and network systems.
• Strong familiarity with LAN/ WAN/ Wi-fi troubleshooting and support, working alongside network team on troubleshooting and support as needed.
• Proven ability to manage multiple projects and resources and adapt to new technologies quickly.

Perks, Benefits:

• Career advancement and growth
• Diverse and accepting work environment with great company culture.
• Competitive benefits package and 401k matching.
• Flex Spending account and wellness incentives.
• Start with unlimited PTO and Flex Fridays
• Product discounts & freebies.

MMD Services Inc. is an equal opportunity employer. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws.