Help Desk Manager

Rosendin-posted 3 months ago
Full-time • Mid Level
Coppell, TX
5,001-10,000 employees
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Whether you’re a recent grad or a seasoned professional, you can experience meaningful career growth at Rosendin. Enjoy a true sense of ownership as you work with a proven industry leader on some of the most exciting and high-profile projects in the nation. We offer a wide range of job opportunities, competitive compensation, full benefits, an Employee Stock Ownership Plan and more. Lead a dynamic team delivering fast, friendly, and effective tech support for one of the largest electrical construction firms in the US. As the bridge between users and technical teams, you’ll ensure smooth issue resolution, elevate service quality, and drive continuous improvement. Your mission: keep people connected, productive, and satisfied.

  • Oversee management of support tickets, i.e., ticket assignment, prioritization, escalation, and resolution.
  • Ensure timely and effective resolution of client inquiries, issues, and escalations.
  • Hiring, training, coaching, and leading Client Services Leads as they deliver high-quality technical support and customer service.
  • Supervise the Client Services team by defining and establishing schedules, prioritize workloads, providing support/direction, and provide coaching to meet departmental goals.
  • Gather and analyze metrics to benchmark client services workload/performance and identify trends in call center issues service performance using key performance indicators (KPIs).
  • Establish and maintain a positive environment conducive to team building and cross-departmental communication.
  • Build and maintain strong relationships with end users within the region.
  • Facilitate communication between different internal teams, end user base, and external partners.
  • Develop and implement processes to improve client satisfaction and service delivery.
  • Collaborate with regional Help Desk managers to define and manage policies and procedures for the Client Services team.
  • Facilitate reporting via multiple portals including: ServiceNow, Intune, Active Directory, Webex Contact Center, and others.
  • Analyze and identify trends in issues reported and devise preventative solutions.
  • Facilitate the management of hardware inventory for timely deployments.
  • Possess working knowledge and practical experience of the following technologies: Cloud Storage, Local Server, Networking, Remote Software, Cyber Security, Conference Room AV, Cisco VOIP, Video Conferencing software, and Disaster Recovery procedures and policies.
  • Advanced knowledge of Microsoft Active Directory, Azure/Entra and Windows 11 environment
  • Advanced knowledge of Microsoft Office 365 products, including Microsoft Intune.
  • Experience using ServiceNow or a similar highly used industry ticketing system.
  • Ability to work under pressure and adapt to changing requirements with a positive attitude.
  • Experience assigning and prioritize workloads, managing team performance, and providing coaching to meet departmental goals.
  • Help drive operational improvements and process changes to enhance service quality.
  • Willing to take a hands-on approach to ensuring optimal customer service.
  • Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests.
  • Build and maintain solid work relationships with all levels of staff and senior management.
  • Bachelor’s degree in Information Technology, Computer/Information Science, or related experience.
  • Seven or more years of IT experience.
  • Can be a combination of education, training, and relevant experience.
  • Four or more years of management experience is preferred.
  • Experience with Workday is desired.
  • ESOP - Employee Stock Ownership
  • 401 K
  • Annual bonus program based upon performance, profitability, and achievement
  • 17 PTO days per year plus 10 paid holidays
  • Medical, Dental, Vision Insurance
  • Term Life, AD&D Insurance, and Voluntary Life Insurance
  • Disability Income Protection Insurance
  • Pre-tax Flexible Spending Plans (Health and Dependent Care)
  • Charitable Giving Match with our Rosendin Foundation
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