Job Title: Technical Services Manager

Department: Service IT

Reports to (Title): Director of Operations

Date: 10/31/2024

Qualifications

• Must be willing to Travel 10% of the time
• Experience: 5+ years of experience managing and overseeing help desk operations, with a proven track record of success
• Customer Service Orientation: Positive attitude with a genuine desire to assist others; possesses excellent telephone etiquette, logical thinking, patience, tact, and persistence in problem-solving
• Technical Proficiency: Strong troubleshooting skills across a wide range of technical issues, with hands-on experience using common PC hardware and productivity software
• Communication Skills: Exceptional written and verbal communication abilities, capable of conveying complex information clearly and effectively
• Leadership & Mentorship: Demonstrated leadership and mentoring capabilities, with the ability to guide and develop team members
• Organizational Skills: Strong organizational and time management skills, with meticulous attention to detail
• Adaptability & Innovation: Quick learner who continuously seeks new knowledge and can apply innovative ideas and solutions

Responsibilities

• Leads frontline or backline support delivery team, ensuring adherence to SLAs/SLOs, while driving an exceptional experience.
• Manage daily operational support delivery, including scheduling support shift coverage and rotations, aligning resources for initial response and timely resolution for customer cases.
• Helpdesk staff operate in a dynamic, fast-paced environment, providing support through various channels, including phone, email, chat, and in-person.
• The Manager of IT Helpdesk plays a pivotal role in leading and mentoring Helpdesk staff, aligning IT strategy with organizational goals, and implementing a world-class IT support function
• This role emphasizes the management of office productivity tools and technology systems, ensuring that the Helpdesk serves as a key enabler of Milner’s growth and technological advancement
• Key responsibilities include maintaining efficient processes for system support, collaborating on the research, identification, and deployment of new platforms and technologies, and working cross-functionally to align IT services with the specific needs of departmental and regional leaders across the organization.
• Additionally, the Manager of IT Helpdesk handles second-tier escalations for more complex issues, providing advanced support when needed
• Must be able to develop and analyze daily, weekly, and monthly reports and statistics on Service Desk KPIs. Prepare monthly reviews with key executives to review progress or improvement plans.
• This position reports to the Director of Operations
• Under the general, technical, and administrative supervision of the Director of Operations, and in accordance with established policies and procedures, the Manager of IT Helpdesk responsibilities include but are not limited to:
• Lead & Develop Team: Recruit, train, and mentor helpdesk team members, fostering a high-performance and customer-focused environment
• Customer Service Excellence: Ensure the delivery of timely, accurate, and high-quality customer service daily, setting and upholding high standards for the team. Meet and exceed SLA for services managed.
• Process Improvement: Establish and implement best practices across the technical support process, continually refining them to enhance efficiency and effectiveness
• Performance Monitoring and Communication: Develop and deliver regular reports on the helpdesk team’s productivity and other relevant metrics
• Continuous Improvement: Continuously monitor and analyze service desk performance metrics to identify areas for improvement and develop action plans.
• Policy Development: Design, document, and enforce helpdesk policies and protocols, ensuring consistency and compliance across the organization
• Onboarding & Offboarding: Manage the onboarding and offboarding process for new employees, ensuring alignment with Milner security policies and standards
• Vendor Relations: Maintain strong relationships with key vendors related to helpdesk operations, ensuring quality service and support.