Job Title: Helpdesk Manager

A leading organization in the retail industry, dedicated to providing exceptional service and support to their customers, is looking to add a Helpdesk Manager to their team!

Seeking a dynamic and experienced Helpdesk Manager. The ideal candidate will have extensive experience in an IT technical environment, with a strong background in retail operations. As the Helpdesk Manager, you will be responsible for overseeing all aspects of our helpdesk operations, including managing a team of support professionals, maintaining vendor relationships, and driving continuous improvement initiatives.

Responsibilities:

• Oversee all requests, incidents, and problems, serving as the escalation point for all support needs.
• Act as the key liaison between leadership, service providers, and the client-facing team, ensuring effective communication and collaboration.
• Maintain vendor support agreements and support processes for all applications.
• Serve as the Major Incident Manager (MIM), conducting root cause analysis and communicating findings to stakeholders.
• Establish and monitor key performance indicators (KPIs) to assess and improve the efficiency and effectiveness of IT support operations.
• Monitor the output of the Managed Service Help Desk to ensure quality support and adherence to service level agreements.
• Maintain a comprehensive knowledge base to empower support staff with accurate and up-to-date information.
• Provide strategic leadership to the IT support team, fostering a culture of collaboration and customer-centric service.
• Perform other duties as assigned by the Vice President of IT.

Qualifications:

• 6+ years of direct experience in an IT technical environment, with a preference for experience in the retail industry.
• 2+ years of direct experience in a Help Desk/Service Desk Team Lead, Supervisor, or Manager role.
• ITIL Foundations certification preferred.
• Proficiency in ServiceNow.
• Strong leadership and communication skills.
• Proven ability to establish and maintain vendor relationships.
• Experience in developing and implementing KPIs and performance metrics.
• Bachelor's degree in Computer Science, Information Technology, or related field preferred.

If this sounds like a good fit for you, please apply today!