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Manager, IT Helpdesk Services

JOB FUNCTION
1. Ensure that the help desk produces a high quality service measured by low costs, high customer satisfaction, high rate of closure on first contact, low aged ticket ratio and a fast response to incidents. Improve customer engagement, processes, procedures, tools and communication channels that enable the team to produce these results.
2. Lead a functional team of IT resources to provide L1 and L2 support, including 24 hour support, to the organization to insure daily operations of the company are uninterrupted as a result of IT system or application issues.
a. Manage direct reports' work load, development, performance and engagement level.
b. Manage relationship with 3rd party AMS support team, including off-shore, landed, and near shore resources.
3. Provide resources and tools to maintain and improve performance.
4. Manage and Report on key support metrics.
JOB ACTIVITIES
1. Ensure that IT is represented at the highest level of professionalism when communicating with internal customers (business partners), vendors, and contractors.
2. Act as an escalation point for critical incidents.
3. Establish help desk best practices for insuring customer satisfaction, service request automation, customer self-help, team member on-boarding and escalation of issues to Tier 3 support teams.
4. Define and communicate service level agreements and resource allocation to the IT Leadership team.
5. Organize and negotiate IT resource allocation to meet help desk SLAs.
6. Manage day to day productivity and engagement level of assigned direct reports and ensure that performance goals are met. Mentor and develop team members.
7. Manage relationship with 3rd party AMS team (off-shore, near shore and landed resources).
8. Assist in the monitoring, maintenance, development, and support of software systems as needed.
9. Gather feedback from end users, analyze results, make recommendations for support process-improvement, and implement changes.
10. Track statistics on issue and problem resolution.
11. Apply and/or enforce ITIL, change management processes and risk management processes.
12. Produce monthly performance reports.
13. Coordinate the development and maintenance of the support knowledge base.
JOB REQUIREMENTS
Education: Bachelor degree or equivalent experience. Have knowledge of software system development methodologies and Relational Database concepts.
Experience:
Required: 5+ years of experience with customer service within an IT support organization. 1-3 years of management experience with demonstrated ability to analyze team member engagement. Experience in working with or managing off-shore resources in a support environment. 1-3 years of help desk management experience with familiarity with help desk management techniques for either an in-house or outsourced model. Strong leadership skills. Highly self-motivated, self-directed, and attentive to detail. Able to present ideas in business-friendly and user-friendly language.
Preferred: Experience in food or consumer products company functional information systems applications, including applications development, implementation, and maintenance. Project Management and knowledge of ITIL processes. Experience with Remedy as a help desk intake tool desirable, but not required.
Skills: Must possess the ability to lead, participate and contribute in a team environment. Sound judgment and decision making, and the appropriate sense of urgency is necessary. Must be able to coach direct reports. Good human resource management skills, technical design, organizational design, resource management and people management. Ability to develop and govern support documentation methodologies. Capable of performing financial analysis. Very strong in one-on-one communications. Think appropriately into the future. Focus and align actions and decisions on ways to enhance service and client experience.
JOB COMPLEXITY
Relationships:
Internal: Working relationship with direct reports, business analysts, business leads, supervisors, managers and other IT staff members, as well as Super Users, and other Post Consumer Brands employees needing IT support, especially those who work closely with direct reports.
1. Analysis of help desk ticket trends and identify root cause.
2. Work with business partners to identify training opportunities to reduce help desk calls.
3. Work with Business Partner Services team where software solutions are required to fix root cause.
4. Escalate tickets to L3 support as required.
External: Working relationship with vendors to support functional systems. Manage AMS support relationship with 3rd party landed, off-shore, and near-shore resources.
Problem Solving:
1. Be able to identify performance issues and solve them within the L1/L2 support team, or escalate as necessary.
2. Identify trends in reported help desk tickets and collaborate with the Business Partner Services team within IT to identify and implement root-cause solutions.
JOB ACCOUNTABILITY
Work Structure: Report directly to the Director IT Initiative Delivery & Services. Manage direct reports and 3rd party support resources. Works within the scope of Information Systems standards and policies.
Responsibilities: Primarily responsible for the management of incoming help desk tickets and the management of the resources staffed on the help desk team (internal and external). Provide performance review for direct reports. Ownership for delivering help desk services to meet business objectives. Send the right messages and information to appropriate audiences verbally and in writing; keep people informed.
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
Post Consumer Brands is an equal opportunity employer.
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