Assistant Manager Help Desk

Baird & Warner•Chicago, IL

23h•Hybrid

About The Position

Responsible for providing timely advanced support to all internal and remote end-users on a variety of workstation, hardware, software, network and peripheral devices within set company standards and guidelines. Assists with managing infrastructure, policies/procedures, and workflows, mentoring and providing resource support to the IT Support Technician positions. Exhibits strong commitment to the service needs of the internal and external customer. Represents the company in a professional and courteous manner. This position requires on-site work at least 2 days/week at our Downtown Chicago Loop office (120 S Lasalle Dr. Chicago, IL 60603) with occasional travel to local branch offices.

Requirements

Associates degree in field or related area
5 years’ experience in field or related area
3 years’ experience with networking equipment
Demonstrated ability to lead, mentor, train, and appropriately delegate responsibilities
Advanced knowledge and experience in operating systems, networks, hardware, software protocols and standards, etc.
Strong troubleshooting, problem-solving and support skills
Demonstrates exceptional customer service skills and ability to train team to same level
Ability to work with clients remotely with or without remote assistance software
Ability to work as needed, on-call to assist with emergencies
Effective oral and written communication skills
Ability to work with a diverse group of people in a collaborative environment
Ability to handle multiple projects and thrive in a fast-paced environment
A valid driver’s license and reliable transportation is required
Ability to maintain a 95% or higher Service Level Agreement (SLA).
Relies on experience and judgment to plan and accomplish goals
A wide degree of creativity and latitude is expected

Responsibilities

Serve as an escalation point for the help desk team
Single point of contact for all incident escalation across our businesses
Ensure superior customer service is always given
Be hands-on and resolve incidents as needed to ensure SLA’s are met
Create documentation and playbooks as needed
Manage the ticketing system, generate reporting and analysis
Provide recommendations for improvements
Travel to locations in the Chicagoland area, occasionally as needed
Manage the day-to-day operations of the Helpdesk ensuring all processes used by the Helpdesk are thoroughly documented, audited, maintained, and followed in line with the firm's goals and compliance requirements
Manage response procedures for end-user requests, issues, escalations in line with ITIL standards and industry best practices
Provide strong leadership and support to all Helpdesk team members, including assigning tasks, resolving conflicts, training and mentoring
Share data insights on a monthly basis with IT leadership
Manage the firm's IT Service Management tool, including tracking incidents, asset inventory, and all other user-related hardware/software
Maintain a high level of user call-to-resolve experience/satisfaction
Approve/manage team members timesheets
Manage on-call shifts and assignments