Director of Helpdesk Operations

HonorBuilt•McDonough, GA

About The Position

HonorBuilt thrives on complex jobs and large-scale deployments. We intimately understand not only restaurant POS systems but also the innerworkings of today’s modern restaurants. How? Because we work with some of the most technically advanced brands and are in restaurants every single day. We are seeking a highly skilled and experienced professional to join our organization as the Director of Helpdesk Operations. As the Director, you will be responsible for overseeing and managing the efficient and effective operation of multiple Helpdesks, with different specialties, within our organization. The ideal candidate will possess a strong background in support, leadership, and strategic planning to ensure the delivery of exceptional support services to our stakeholders. Key Responsibilities Leadership & Team Management: Provide strong leadership to teams of support professionals bridging communications across multiple Helpdesks. Foster a positive and collaborative work environment, promoting teamwork, professional growth, and employee satisfaction. Conduct regular performance assessments, coaching, and mentorship for both team members and leaders to enhance team capabilities. Operational Oversight: Develop and implement standardized processes and responsive procedures for support to ensure consistent service delivery across all Helpdesk entities and locations. Monitor and manage the performance metrics of each Helpdesk, ensuring adherence to service level agreements (SLAs) and continuous improvement in efficiency and effectiveness. Strategic Planning: Collaborate with senior leadership and additional teams to align support strategies with overall organizational goals. Develop and implement a strategic roadmap for the evolution of our Helpdesk services, keeping abreast of industry best practices and emerging technologies. Customer Relationship Management: Build and maintain strong relationships with internal stakeholders to understand their support needs and expectations. Act as a point of escalation for complex issues and work proactively to resolve challenges across teams in a timely manner. Technology Integration: Identify and evaluate new technologies and tools to enhance the capabilities of Helpdesk operations. Stay informed about industry trends and emerging technologies to drive continuous improvement in support services. Budget Management: Develop and manage the budget for IT Helpdesk operations, ensuring optimal resource allocation and cost-effectiveness.

Requirements

10+ years of experience in a leadership role overseeing multiple teams, locally and remote.
Bachelor’s degree in information technology, Computer Science, or directly related industry standard certifications.
Strong knowledge of IT service management (ITSM) principles and best practices.
Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
Demonstrated experience in strategic planning, budget management, and project management.

Nice To Haves

ITIL certification and ServiceNow experience are a plus.

Responsibilities

Leadership & Team Management: Provide strong leadership to teams of support professionals bridging communications across multiple Helpdesks.
Foster a positive and collaborative work environment, promoting teamwork, professional growth, and employee satisfaction.
Conduct regular performance assessments, coaching, and mentorship for both team members and leaders to enhance team capabilities.
Operational Oversight: Develop and implement standardized processes and responsive procedures for support to ensure consistent service delivery across all Helpdesk entities and locations.
Monitor and manage the performance metrics of each Helpdesk, ensuring adherence to service level agreements (SLAs) and continuous improvement in efficiency and effectiveness.
Strategic Planning: Collaborate with senior leadership and additional teams to align support strategies with overall organizational goals.
Develop and implement a strategic roadmap for the evolution of our Helpdesk services, keeping abreast of industry best practices and emerging technologies.
Customer Relationship Management: Build and maintain strong relationships with internal stakeholders to understand their support needs and expectations.
Act as a point of escalation for complex issues and work proactively to resolve challenges across teams in a timely manner.
Technology Integration: Identify and evaluate new technologies and tools to enhance the capabilities of Helpdesk operations.
Stay informed about industry trends and emerging technologies to drive continuous improvement in support services.
Budget Management: Develop and manage the budget for IT Helpdesk operations, ensuring optimal resource allocation and cost-effectiveness.