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Helpdesk Manager

Company: IntelliSource
Location: Broomfield
Posted on: July 14, 2019

Job Description:

IntelliSource is searching for a dynamic Helpdesk Manager to join our manufacturing partners team northwest of Denver. The Helpdesk Manager is responsible for supervising the Information Technology (IT) Helpdesk Tier 1 & 2 support team. They will be implementing policies, procedures, and responsible for intra-departmental communications; determining work requirements, priorities, and best use of resources for scheduled operations. They will also be providing guidance and training to all team members, ensuring maximum efficiency throughout the operation.

Job Responsibilities:

  • Supervises IT operations team; selects, trains, motivates, reviews, coaches, develops, and retains high-performing individuals.
  • Conducts timely and accurate employee performance evaluations; addressing any performances issues promptly.
  • Ability to learn and utilize Lean Six Sigma as a continuous improvement methodology to eliminate waste, improve accuracy and build quality into processes and solutions.
  • Implements and maintains policies, procedures, and intra-departmental communications. Maintains the internal relationships by encouraging and providing a timely, two-way flow of information between subordinates, management, and end-users.
  • Determines work requirements, priorities, and best use of resources for scheduled operations; monitors and evaluates the efficiency and effectiveness of service delivery methods and procedures.
  • Supervises and participates in the study of operations and procedures. Recommends changes to improve methods, service levels, and efficiency.
  • Participates in the development of the divisions annual budget, including but not limited to:

    • Forecasting for staffing
    • Equipment
    • Materials
    • Supplies

    • Monitors expenditures to ensure budget is followed.
    • Track issues from open ticket to resolution using help desk management system.
    • Troubleshoots technical, operational, or customer service problems and takes corrective action
    • Coordinates arrangements for service personnel to repair equipment, ensuring maximum up time of all equipment.
    • Supervises the installation and repair of hardware, software, and peripheral equipment, following design or installation specifications.
    • Oversees set-up or equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software
    • Prepares KPIs, metrics and reports regarding operations, vendor, or user activities as needed
    • Attends meetings as required or assigned
    • Performs other duties as required or assigned
    • May be required to travel up to 30%
    • Must be able to work flexible hours

      Job Requirements:

      • Bachelors in Computer Science or related field preferred
      • 5-10 years Helpdesk Experience, additional experience considered in lieu of formal education
      • Previous Helpdesk supervisory experience
      • Microsoft Certified Professional (MCP) certification preferred
      • Knowledge of computer solutions including Microsoft Windows Server, Windows, Office, Helpdesk Ticketing Systems, and understanding networking systems
      • Demonstrated knowledge troubleshooting full Microsoft Office Suite; including Word, Excel, Access, Outlook, Visio, Project and Web-based applications.
      • Knowledge of functions and use of computer and peripheral hardware
      • Experience with on-line monitoring and diagnostic resources
      • Knowledge of data processing operations in a large scale, multi-site environment
      • Excellent verbal and written communication skills a must
      • Demonstrated self-motivated individual.
      • Used to meeting high-pressure deadlines
      • Ability to read and understand technical manuals and procedural documentation
      • Ability to translate objectives and targets into effective measures of operational performance.
      • Ability to discuss, understand and recommend business processes and be able to map the as-is and to-be process with process modeling tools.


        Our business - and our approach - is personal

        IntelliSource has 19 years of business process outsourcing experience bringing innovative solutions through people, processes and technology to maximize Fortune 500 and fast-growth companies' operations and workforce management. IntelliSource has a proven track record as a trusted partner to its clients and associates - empowering businesses and people to reach their full potential.

        IntelliSource is an equal opportunity employer. No employee or applicant will be discriminated against in any condition of employment because of race, color, national origin, sex, religion, age, disability, veteran status or any other status protected by law. IntelliSource is a free service to you. We are an E-Verify Employer.

Keywords: IntelliSource, Broomfield , Helpdesk Manager, Executive , Broomfield, Colorado

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