Description:

　　Our client in Chicago, IL is seeking a highly skilled and experienced Help Desk Manager to join their team.

　　The Help Desk Manager will be responsible for designing, implementing, and managing ITSM processes and practices to ensure the efficient and effective delivery of IT services across the organization and as Help Desk Manager lead the support team and ensure the efficient delivery of technical assistance to our internal and external customers. This role is crucial in maintaining the overall health and performance of our IT operations and in maintaining the organization's IT infrastructure and providing exceptional customer service. Outside of helping the organization manage day-to-day Helpdesk activities, they will also be driving process improvement and building out ITSM best-practices.

　　Key Responsibilities:

　　• Help Desk Operations: Oversee the day-to-day operations of the help desk team, ensuring that all incoming support requests are addressed promptly and professionally. Manage service desk setup, including hours of operation, staffing, on-call management, RACI matrices and communication channels.

　　• Team Leadership: Lead, mentor, and develop a team of help desk technicians, fostering a positive and collaborative work environment.

　　• Ticket Management: Manage and prioritize support tickets, ensuring timely resolution and adherence to service-level agreements (SLAs).

　　• Customer Service: Maintain a high level of customer satisfaction by providing excellent customer service and resolving complex technical issues.

　　• Process Improvement: Continuously assess and enhance help desk processes and procedures to improve efficiency and customer experience.

　　• Technical Support: Assist the team in troubleshooting technical problems, providing guidance, and resolving escalated issues when necessary.

　　• Reporting and Analytics: Create and analyze help desk performance reports, identifying trends, areas for improvement, and opportunities for training.

　　• Knowledge Management: Develop and maintain a knowledge base for common technical issues and solutions.

　　• Vendor Management: Collaborate with third-party vendors and service providers to resolve technical issues and manage service contracts.

　　• Compliance and Security: Ensure that help desk practices adhere to security policies and compliance standards.

　　• Budget Management: Manage the help desk budget, ensuring cost-effective operations and resource allocation.

　　• Training and Development: Organize training programs for ITSM and help desk staff to keep them updated on the latest technologies and support best practices.

　　Skills:

　　ITSM, Incident management, process improvement, change management, configuration management

　　Top Skills Details:

　　5+ year of experience of management experience

　　Experience building out Configuration management database.

　　ITSM Strategy: Develop and implement an ITSM best practices that aligns with the organization's goals and objectives.

　　Additional Skills & Qualifications:

　　Qualifications:

　　• Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent work experience.

　　• ITIL or other ITSM-related certifications are highly desirable.

　　• Proven experience in ITSM, including designing and managing ITSM processes.

　　• Proven experience in a help desk or technical support role, with at least 10 years in a leadership or management capacity.

　　• Strong leadership and team management skills.

　　• Excellent communication and interpersonal skills.

　　• Analytical and problem-solving abilities.

　　• Knowledge of ITSM tools and software.

　　• Experience with compliance and risk management in IT service delivery.

　　• Ability to adapt to a fast-paced and dynamic IT environment.

　　Experience Level:

　　Expert Level

　　About TEKsystems:

　　We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

　　The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.