Help Desk Manager

Job Description

Job Description

Whether you're a recent grad or a seasoned professional, you can experience meaningful career growth at Rosendin. Enjoy a true sense of ownership as you work with a proven industry leader on some of the most exciting and high-profile projects in the nation. We offer a wide range of job opportunities, competitive compensation, full benefits, an Employee Stock Ownership Plan and more.

Lead a dynamic team delivering fast, friendly, and effective tech support for one of the largest electrical construction firms in the US. As the bridge between users and technical teams, you'll ensure smooth issue resolution, elevate service quality, and drive continuous improvement. Your mission : keep people connected, productive, and satisfied.

WHAT YOU'LL DO :

Oversee management of support tickets, i.e., ticket assignment, prioritization, escalation, and resolution. Ensure timely and effective resolution of client inquiries, issues, and escalations.

Hiring, training, coaching, and leading Client Services Leads as they deliver high-quality technical support and customer service.

Supervise the Client Services team by defining and establishing schedules, prioritize workloads, providing support / direction, and provide coaching to meet departmental goals.

Gather and analyze metrics to benchmark client services workload / performance and identify trends in call center issues service performance using key performance indicators (KPIs).

Establish and maintain a positive environment conducive to team building and cross-departmental communication.

Build and maintain strong relationships with end users within the region. Facilitate communication between different internal teams, end user base, and external partners. Develop and implement processes to improve client satisfaction and service delivery.

Collaborate with regional Help Desk managers to define and manage policies and procedures for the Client Services team.

Facilitate reporting via multiple portals including : ServiceNow, Intune, Active Directory, Webex Contact Center, and others.

Analyze and identify trends in issues reported and devise preventative solutions. Facilitate the management of hardware inventory for timely deployments.

WHAT YOU'LL NEED TO BE SUCCESSFUL :

Possess working knowledge and practical experience of the following technologies : Cloud Storage, Local Server, Networking, Remote Software, Cyber Security, Conference Room AV, Cisco VOIP, Video Conferencing software, and Disaster Recovery procedures and policies.

Advanced knowledge of Microsoft Active Directory, Azure / Entra and Windows 11 environment

Advanced knowledge of Microsoft Office 365 products, including Microsoft Intune.

Experience using ServiceNow or a similar highly used industry ticketing system.

Ability to work under pressure and adapt to changing requirements with a positive attitude.

Experience assigning and prioritize workloads, managing team performance, and providing coaching to meet departmental goals.

Help drive operational improvements and process changes to enhance service quality.

Willing to take a hands-on approach to ensuring optimal customer service.

Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests.

Build and maintain solid work relationships with all levels of staff and senior management.

Experience with Workday is desired.

WHAT YOU BRING TO US :

Bachelor's degree in Information Technology, Computer / Information Science, or related experience.

Seven or more years of IT experience.

Four or more years of management experience is preferred.

Can be a combination of education, training, and relevant experience.

TRAVEL :

Up to 25% of your time (mostly regional jobsites).

WORKING CONDITIONS :

General work environment - sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioning

Noise level is usually low to medium; it can be loud on the jobsite.

We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees to perform essential functions.

Occasional lifting of up to 30 lbs.

Why Rosendin?

Committed. Innovative. Engaged.

If you're looking to take your career to the next level and work with some of the best and brightest in the industry, we want to hear from you. Since our founding over 100+ years ago, Rosendin has been driven to positively impact the communities where we live and work. We are an organization built on integrity, and we have a culture that empowers people, embraces diversity, and inspires everyone to do their best. As one of the largest EMPLOYEE-OWNED electrical contractors in the United States, you will have the unique benefit of being a shareholder at a company that is experiencing tremendous growth and success. When our people succeed and fuel our success, we reward them. We'd love to have you as a shareholder!

YOU Matter - Our Benefits

ESOP - Employee Stock Ownership

401 K

Annual bonus program based upon performance, profitability, and achievement

17 PTO days per year plus 10 paid holidays

Medical, Dental, Vision Insurance

Term Life, AD&D Insurance, and Voluntary Life Insurance

Disability Income Protection Insurance

Pre-tax Flexible Spending Plans (Health and Dependent Care)

Charitable Giving Match with our Rosendin Foundation

Our success is rooted in our people. We all come together around long-term vision and a sense of shared ownership. As a group, we do whatever it takes to ensure the success of our business and your career.

Rosendin Electric is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Our success is rooted in our people. We all come together around long-term vision and a sense of shared ownership. As a group, we do whatever it takes to ensure the success of our business and your career.

Rosendin Electric is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.