Helpdesk Manager – Glendale, CA Direct Hire/ Full Time Employee

When applying, please pay attention to the Application Questions and Job-Related Questions below in this job description. For faster response you may send the Q&A to Di@DKKDstaffing.com

Job Title: Help Desk Manager

Department: Technology Services

Division: Technology Services

Location: Glendale, CA

Reports To: Director, Technology Services Operations (who was just promoted and reports to the VP DKKD Staffing placed)

SALARY: to be discussed

NOTE: When applying, please send us the answers to the Application questions and the Job-Related questions so we don’t have to keep following up with questions.

NOT open to Corp to Corp

Those authorized to work in the US are encouraged to apply.

DKKD Staffing does not sponsor and cannot support H1, EAD, TN, etc. No outside agencies, please.

JOB SUMMARY

Oversees Help Desk staff and ensures that end users receive appropriate assistance.

Responsible for managing all procedures related to identification, prioritization, and resolution of incidents and/or requests, including the monitoring, tracing, and coordination of Help Desk functions across the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the Association.
• Leads the team responsible for the support of all end-users in all organization locations.
• Ensures the organization of day-to-day operations of the Help Desk to provide sufficient coverage for end-user support at all times.
• Works with the Director, Technology Services Operations, and Infrastructure Teams to create, implement, and enforce support standards and procedures for hardware, software, and imaging systems for the organization.
• Assists the Director, Technology Services Operations with management of onboarding, offboarding, project management of infrastructure projects, and hardware and software procurement.
• Assists the Director, Technology Services Operations, in creating, implementing, and administering strategic plans, tactical plans, and corporate budgets for Technology Services.
• Ensures the Help Desk Team’s process flows are continuously improved to ensure end-user satisfaction.
• Monitors the creation, assignment, and closure of tickets/enhancement requests by using Jira Services Management and working closely with the Applications Development Department.
• Recommends changes in software and hardware to improve overall computing capabilities.
• Work with key business stakeholders to provide consistently high levels of customer service through improved helpdesk support, automation, and/or help articles.
• Create and or update a knowledge base of end user help articles that can be used by employees to assist with common technology issues and needs. Conduct an annual helpdesk survey and collaborate with park VPs to offer additional services and software with executive approval as needed.
• Administer and maintain ticketing system for Technology Services and any departments that will utilize system for departmental use. Provides regular performance feedback and career counseling to Help Desk staff.
• Supports ongoing technical training for staff to stay current with applicable tools, methodologies, trends, and certifications.
• Conducts regular staff meetings and one on ones with direct reports.
• Builds morale and group commitments to goals and objectives; supports everyone’s efforts to succeed; recognizes accomplishments of team members.
• Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and material properly.
• Carries out supervisory responsibilities, including timecard management, recruitment, performance reviews, and disciplinary actions, in accordance with the organization’s policies and applicable laws.
• Travels to other Company locations as required.

QUALIFICATIONS/REQUIREMENTS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The ideal candidate is customer-focused, organized, motivated, and goal-oriented; has strong leadership, analytical, and problem-solving skills; and comes with strong oral and written communication and interpersonal skills.

EDUCATION/EXPERIENCE

• Bachelor’s Degree, preferably in Computer Science, Business, or an equivalent combination of education and experience.
• At least 10 years of a combination of Personal Computer and Help Desk Service experience required
• At least 3 years of previous experience leading a technical staff preferred.
• Proven ability to plan, prepare and monitor project plans, budgets, and schedules utilizing PC software tools
• Experience working in a mission-critical support environment using ticketing systems, knowledgebases, and ITIL Best Practices, specifically Incident Management.
• Experience with Apple and Android smartphone mobile technology.
• Knowledge of Desktop and laptop computers, Microsoft 365, and Windows 10

LICENSES

• Valid California Driver’s License required

Action Required: Please complete the Application & Job-related questions below. For fastest response, please send the answers to Di@DKKDstaffing.com

APPLICATION QUESTIONS (Please answer all questions)

• Name:
• Best Contact Info:
• Your Linked In:
• Where do you live and your desired geographical location:
• Why looking for a new job:
• Availability for interviews and a new job:
• Can you show proof you are fully vaccinated:
• Willing to work 100% on-site or hybrid:
• Are you open to relocation if required:
• Do you have an active Passport:
• Are you open to travel if needed:
• Do you have a valid Driver’s License:
• Are you authorized to work in the US (Please indicate US, Green Card, or Other):
• If not US Citizen or GC, do you require sponsorship at any time, or will you in the future?
• Salary Expectations: (We need a range) $
• Sizes of staff overseen and their titles: (include # of direct reports)
• Budgetary Responsibility: $
• Education/Certs/Degrees: (also indicate which certs are active)
• Who Referred You/ How Did You Hear About Job/ DKKD Staffing:

Connect with us on Linked In: www.LinkedIn.com/in/DianeKrehbiel 

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