Our client is looking for a Helpdesk Manager in their SF Office who will be accountable for ensuring the delivery of world-class customer service and IT support through proactive management of the IT Helpdesk. The IT Helpdesk provides desktop support, AV systems support, network support, and occasional project coordination necessary to support 130+ global professionals. The Helpdesk Manager will provide “hands-on” leadership, serving as a point of escalation for technical expertise, streamlining procedures for efficient and effective IT support, and supervising systems monitoring and incident/event response. The Helpdesk Manager will report directly to the CTO in San Francisco and will contribute as an integral member of the 6-person global IT team.
Duties and Responsibilities:
Manage Helpdesk staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) to achieve excellence in customer service and satisfaction.
Develop, implement, and continually refine/improve Helpdesk tools, standards and policies, incident and problem resolution procedures, and technical documentation to align Helpdesk operations with best practices.
Coordinate with other departments, vendors and business stakeholders on technology deployments, system upgrades, and maintenance outages.
Develop and implement a Helpdesk performance measurement framework to gather feedback and score team members (customer service, communication, and technical skills).
Identify, measure, benchmark, and provide reporting for periodic review of Helpdesk performance metrics, e.g., service availability, ticket volume, resolution rate, time to respond, time to resolution, and customer survey results. Analyze results for trends, process improvement opportunities, and staff training needs.
Assist CTO in developing and maintaining professional development for increasing Helpdesk team customer service and technical knowledge; participate in continuous learning and professional development.
Oversee and manage IT-related tasks associated with onboarding and offboarding, such as activating/deactivating accounts, issuing/recapturing IT equipment, controlling user access rights & permissions and remote access accounts.
Develop and uphold preventive maintenance procedures to avoid system failures.
Schedule Helpdesk team members and liaise with Network Administrator and third-party vendors as required to monitor uptime and regular back-ups of servers, PCs, and network/cloud file shares.
Participate in the global administration and monitoring of cybersecurity technologies, such as Email Surveillance & Anti-Phishing, MDR/EDR, Anti-virus, Anti-malware, CASB and DLP.