We are searching for a new Helpdesk Manager who will be responsible for the effective operation of the IT support services team who’s coverage is the North America territory of about 2k employees. This individual manages personnel who provision end user IT equipment and services as well as perform Tier 1-2 support for all incoming IT issues escalating issues up to Tier 3 as needed (Administration/Engineering). The Helpdesk manager will collaborate with other teams across the Bounteous Operation Practice including our 3rd party Helpdesk MSP team, Human Resources and the India Helpdesk team. The individual has ownership of the entire problem management life cycle that includes the proactive support of services to minimize potential problems before they become an issue and shifting tickets to the appropriate team members. 

Role and Responsibilities

• Work with other IT teams such as Administration and Engineering to help complete an Application launch through documentation, Services Desk request forms and training of Helpdesk team as needed for new business application deployment
• Establish and maintain effective working relationships within all functions of the global IT organization
• Establish and maintain global catalogue of IT services
• Establish and maintain IT onboarding documentation and service establishment processes for all new employees
• Establish service level agreements in consultation with Operations, IT Management and end users to meet problem resolution expectations
• Ensure incidents and service requests are managed effectively to Service Level Agreements
• Oversee management of staff rotation and on call schedules to ensure continuity of service for all end users
• Ensure that all phases of support services are properly coordinated, monitored, logged, tracked and resolved appropriately
• Analyze performance of support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Ensure incident levels and problem resolution times are continually being driven down via documentation creation within a knowledge base, education/training of service desk representatives and/or process enhancements
• Oversee provision of all IT end-user services for Personal Computing, Mobile communications and conferencing services
• Assign work and responsibilities as needed to remove single points of support for critical services
• Lead, coach, and mentor team of technicians
• Work with Human Resources to assist in hiring talent for open positions on your team
• Effectively manage changing priorities and adjust staffing needs to meet those priorities accordingly
• Improve and develop both existing and new operational procedures to ensure incidents and requests are handled in a timely fashion.
• Track and analyze trends in reported incidents and generate statistical reports
• Provide leadership for Service Desk projects, including but not limited to, asset tracking, hardware upgrades, and various line-of-business projects
• Meet with business and IT leaders to continuously improve the user experience through the service desk
• Work with Internal IT Engineering to create, review and maintain both internal and external (employee) support documentation of applications
• Oversee development and dissemination of help sheets, user guides and FAQ lists via the company’s Service Desk or Atlassian Confluence documentation
• Development and implementation of a proactive desktop / laptop maintenance strategy including operating system, software, hardware, driver and firmware updates
• Provide hands on support, when necessary, to identify, troubleshoot and resolve hardware, software and network related problems experienced by end users in the North America territory (US, CA, MX)
• Liaise with third-party support MSP and equipment vendors
• Ensure and maintain all service tickets in appropriate ticket queues
• Sweeping and providing an escalation point up to leadership/management for more effective resolutions
• Perform or manage research on potential technology solutions in support of procurement efforts related to desktop, mobile and conferencing services

Preferred Qualifications

• 7+ years of IT experience in a technology support role
• 5+ years hands on involvement in Help Desk / Support for a multi-location environment
• 5+ years of lead experience
• Very strong communication skills
• Bachelor’s Degree preferred. Will consider years of experience and/or certifications in lieu of Degree
• Technical Requirements
• Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service
• Thorough understanding of and practical deployment experience with mobile devices
• Excellent written and oral communication skills
• Excellent customer service orientation
• Effective interpersonal skills and relationship-building skills
• Proven analytical and problem-solving abilities
• Proven track record of developing and providing service level agreements and support deliverables
• Good organizational skills
• Ability to conduct research into a wide range of computing issues
• Keen attention to detail
• Rock Star Status
• Experienced with running helpdesk support in Microsoft environment and heavy Apple Laptop 
• Exceptional knowledge of computer hardware and desktop software applications including MS office
• Deep-seated experience with desktop operating systems including Windows 365
• Extensive use and knowledge of Solarwinds Service Desk SaaS platform
• Training and Certifications:
• ITIL or similar certification a plus
• HDI Support Center Team Lead (HDI-SCTL) or HDI Support Center Manager (HDI-SCM)
• CompTIA A+ / CompTIA Network+ / CompTIA Security+ /CompTIA Cloud+
• Completed Bachelor’s Degree in Science, Information Technology, or relevant field
• Relevant Microsoft Windows certifications are desired but not required

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Research shows that women and other underrepresented groups apply only if they meet 100% of the criteria of a job posting. If you have passion and intelligence, and possess a technical knack (even if you’re missing some of the above), we encourage you to apply.

Bounteous is focused on promoting an inclusive environment and is proud to be an equal opportunity employer. We celebrate the different viewpoints and experiences our diverse group of team members bring to Bounteous. Bounteous does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status, or any other status protected under federal, state, or local law.

Bounteous is willing to sponsor eligible candidates for employment visas.