Help Desk Manager
We are a venture-backed IT, Cloud, Cybersecurity Solutions & Compliance Service Provider. We are a growing firm and just received recapitalization funding and rebranding after a merger. We are based in Chicago, and cater our services (primarily professional projects-focused services) to the Insurance and HIPPA Compliance vertical. We aren’t a “break/fix” shop; and best described as a cybersecurity, private cloud, and professional services-focused IT Management company. We are cash-heavy and plan on doubling our staff between 2023-2025, which affords leadership, management, and advancement opportunities.
We are on the hunt for a Managed Services Help Desk Manager. This person will not be closing tickets, rather this is a primarily hands-off management position being responsible for directing a team of 10 service desk technicians and providing technical direction and oversight to ensure SLAs and KPIs are being met. Apparently, their team of 10 techs are technical and operations are already well run, so they are looking for an experienced leader who can provide technical, operational and strategic oversight of service delivery.
Responsibilities:
· Manage a team of 10 level 1s and 2s, acting as an escalation as needed but more focusing on providing technical direction and oversight to ensure SLAs and KPIs are being met
· Help lead and prioritize the support team’s workload
· Act as resource to the rest of the team for rapid decisions and direction. Help to coordinate escalations.
· Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and help improve those processes
· Regularly monitor team performance and report on metrics. Participate in efforts to drive the improvement of First Response Group performance with respect to service levels and support activities (e.g. manage dashboards, SLA’s, KPI’s. risks/issues)
· Act as a liaison to clients around service delivery issues
· Regularly review opportunities for team training and provide team members with coaching. Listen to team members’ feedback and resolve any issues or conflicts
· Suggest and organize team building activities
· Manage the support expectations of our clients via phone, email, remote login and/or on-site as necessary via pro-active and reactive visits
· Ensure the team follows established procedures for routine work like creating new users, configuring laptops, and setting up workstations
· Ensure the prompt and thorough documentation of all work by the team via our ticketing system
· Ensure the consistency of our documentation efforts. Assist the team with documenting assets, configurations, passwords, processes, etc. and maintaining current and accurate documentation.
Benefits:
Fridays work from home
401(k)
Dental Insurance
Health Insurance
Health savings account
Life insurance
Paid time off
Vision insurance
Opportunity Location
Lincolnwood, Illinois 60712
Proposed Salary
$90,000 - $110,000 + $12k bonus
Bowman Williams is a national specialized staffing firm for Cloud Service Providers and Managed Service Providers. Ranked by Forbes as one of America's top 200 Best Staffing Firms in America, we are a good resource for candidates looking to advance their careers in the Cloud Solutions and Services industry.