Helpdesk Manager

Join a Team That’s Passionate About Making Lives Better!

At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results!

AIC Phil LLCThe Helpdesk Manager ensures the adherence of professionalism and expansion of all activities done at the Service/Help desk levels, in addition to development of the Helpdesk Team Leads.
They will ensure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements, and ensure that client inquiries are promptly attended to. They are also responsible for maintaining a consistent delivery and/or output of business requirements and Operational, Support and Management Staff Support.
In addition, the Helpdesk Manager will train other team members on how to relate with clients, vendors and internal staff in the course of the job to ensure that they are treated in a professional and cordial manner.
They will ensure that the help desk team delivers flawless customer service in managing incident restoration and service level agreements, and ensure that client inquiries are promptly attended to. They are also responsible for maintaining a consistent delivery and/or output of business requirements and Operational, Support and Management Staff Support.
In addition, the Global Helpdesk Manager will train other team members on how to relate with clients, vendors and internal staff in the course of the job to ensure that they are treated in a professional and cordial manner.

What You'll Do:

• Responsible for overseeing Helpdesk Team Leader’s and related staff for the purposes of ensuring that helpdesk support and service levels are being met
• Assist the operational, support and management team to ensure all client receive the standard of service set out in the Company’s Mission Statement and Company Policy Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members
• Assist the global helpdesk, system admin and network team members by answering questions and providing support with work as required
• Assist with maintaining, inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas.
• Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
• Responsible for leveraging operational data and metrics to monitor team effectiveness
• Manage end to end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes
• Maintain business driven SLAs for Global Helpdesk Functions and IT Ticket assignment, triage and response
• Liaison helpdesk mission critical discovered issues through system admin and network team, in addition to business for awareness of IT Service impacting issues, and trends
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Education

High School Diploma or equivalent

Post-Secondary education in a related IT field would be preferred

Strong technical knowledge of Computer, Network, Security, Hardware, Software and Virtual Environments. Able to analyze helpdesk process and procedures and recommend possible improvements

Able to administer Windows Server and Domain Environment, and understand architecture services and domain security policies

Able to effectively troubleshoot and resolve issues as reported and/or escalate as required.

Experience

Minimum 2 year experience in an Information Technology role within the Organization

Previous supervisory experience

Proven experience in IT infrastructure planning and development.

Certificates, Licenses, & Registration:

There are no personal certification, licensing, or registration requirements for this job

Why Join Us?

• Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement.

• Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success.

• Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do.

• Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees.

• Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections.

• State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity.  

• Rewarding Work: Help businesses grow while making a real difference in people’s lives!

Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work!

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Website – https://www.billgosling.com/careers

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At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know.

Bill Gosling Outsourcing – Where your career thrives!