Helpdesk Manager

Position: Helpdesk Manager (Hybrid Schedule)

The Helpdesk Manager is responsible to oversee the Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. Track and manage Service Desk KPI metrics and exceptions; create, update, and maintain SLA's; swiftly resolve IT user-based escalations. Establish and maintain IT policies regarding operational procedures and ensure compliance. Strong IT customer service skills, and excellent technical, troubleshooting and client liaison skills. The candidate must have the ability to interface with both technical and non-technical professionals.

Location: 135 West 50th Street • New York, NY 10020

Employees receive an exceptional benefits package including medical, dental, vision and prescription coverage, life insurance, a retirement plan, paid personal leave, and much more.

To learn more about Volunteers of America-GNY, copy and paste this link into a browser  https://www.voa-gny.org/our-services

Minimum Qualifications:

Bachelor of Science in Business Administration, MIS, or equivalent discipline with 5+ years’ experience in IT service delivery, direct business engagement and multiple technology domains, or satisfactory combination of education and experience. 5 years’ experience with implementing new technologies into mature organizations. ITILv4 or related service delivery frameworks. Competent in ITIL strategy formulation and service architecture.

Helpdesk Manager Principal Responsibilities:

1. Oversee all requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
2. Manage day to day Change, Incident, and Problem management. New client provisioning and general operational support. Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly, and as needed.
3. Liaison with the business to ensure the Help Desk and Service Delivery team meets business expectations and planning future changes to achieve improvements. Satisfies requests from customers that require services to be introduced, added, changed, or terminated.
4. Manages contracts, work orders and maintains relationships with all outsourced IT vendors.
5. Maintain and establish new IT policies regarding operational procedures and ensure compliance. Establish strategies for risk mitigation and contingency planning.
6. On-going operational team management - including resource planning, workload allocation and service-related budget control. Develop processes and ways of working to improve end-to-end operational service levels (using ITIL as a basis). Elevate the current performance.
7. Management responsibility for direct reporting team of IT engineers. Identify team and individual level capability needs and put in place appropriate solutions to develop these (e.g., coaching, knowledge sharing, on-the-job experiences, informal/formal training). Provide leadership and champion service across the team - ensuring clear direction, roles, responsibilities, and objectives in place.

To learn more about VOA-Greater New York, copy and paste this link into a browser: https://www.voa-gny.org/about 

VOA-Greater New York is an Equal Opportunity Employer/Vets/Disabled/Other Protected Categories.  Apply today!