AgCareers.com
Help Desk Manager
AgCareers.com, Escondido, California, United States, 92025
Compensation
The compensation for this exempt position will range from $90K - $120K annually based on qualifications and experience.
Essential Duties
Ensure service requests are acknowledged and resolved in a timely manner with technical expertise and a superior level of customer serviceProvide technical expertise for complex Service Desk related issues and maintains the stability of daily operations (including on call and after-hours support)Establishes, plans, and implements the policies and procedures to support the Service Desk, PC and mobile device deployments, and desktop management servicesImplements policies and procedures regarding how problems are identified, received, documented, distributed, and correctedImplements standards regarding desktop applications, equipment, and policiesPerform quality monitoring to identify trends, validate accuracy and provide opportunities for improvementPartner with management regarding staffing, annual performance evaluations, promotions, and disciplinary actionManage department schedules, ensuring adequate shift coverage, manage time and attendanceManage the purchasing and inventory of equipmentManage the deployment, maintenance, support, and upgrade of all end user computing equipment (desktop computers, laptops, zero clients, peripheral devices, etc.)Manage the monitoring and maintenance of various IT systemsResearch and resolve difficult and complex problems escalated from the Service Desk techniciansEvaluate new IT related products and services and suggests changes to existing products or services to better aide the end user and meet organizational objectivesActs as the face of IT to most of the organization and consistently demonstrates and encourages a high level of customer service and commitment to excellence in service deliveryDemonstrates efforts for continuous improvements in departmental operations including decreasing turnaround times, streamlining work processes, and working cooperatively and jointly to provide quality and seamless customer serviceHelps lead business process reengineering and change management initiativesResponsible for completing higher level projects as assignedCompetencies
Customer Focus – Is dedicated to meeting the expectations of internal and external customersAction Oriented – Enjoys working hard, is action oriented and full of energy for the things he/she sees as challenging, not fearful of acting with a minimum of planning, seizes more opportunities than othersDecision Quality – Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment, sought out by others for advice and solutionsManaging and Measuring Work – Clearly assigns responsibility for tasks and decisions, sets clear objectives and measures, monitors process, progress, and results, designs feedback loops to adjust progressPriority Setting – Zeroes in on the critical items, can quickly sense what will help or hinder accomplishing a goal, eliminates roadblocks, creates focusProcess Management – Good at figuring out the processes necessary to get things done, knows how to organize people and activities, understands how to separate, and combine tasks into efficient workflow, and knows what to measure and how to measure it, can see opportunities for synergy and integration where others can’t, can simplify complex processes, gets more out of fewer resourcesMotivating Others – Creates a climate in which people want to do their best, can motivate many kinds of direct reports and team or project members, empowers others, invites input from each person and shares ownership and visibilityOrganization
Decision Quality – Making good and timely decisions that keep the organization moving forward.Drives Results – Consistently achieving results, even under tough circumstances.Communicates Effectively – Clearly communicates messages through appropriate channels and listens to understand and respond.Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.Builds Effective Teams – Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.Technical and/or Functional Skills & Knowledge
Demonstrated ability to establish and monitor customer service standardsAbility to lead teams effectively through structured coaching and leading by exampleStrong organizational, problem-solving, and analytical skills, with the ability to manage multiple prioritiesExceptional interpersonal, written, and verbal communication skills. Ability to explain difficult technical material clearly to varying levels of proficiencyAbility to adapt, be flexible and manage change effectively and transparentlyMaintains current knowledge of hardware, software and network technology and recommends modifications as necessaryExcellent technical troubleshooting skillsExperience supporting virtual desktop environments (VMware Horizon, Thin clients)Strong knowledge of Microsoft Operating SystemsStrong knowledge of Microsoft Office Suite applicationsProven Experience with Active Directory, including group policy managementStrong knowledge of desktop/laptop hardware and software supportStrong knowledge of networking.Strong knowledge of backup systems and software (Commvault, VDP, etc.).Knowledge and understanding of applicable data privacy practices and laws (PCI, CFPB, FDCPA, TCPA, GLB, etc.)Qualifications:
Bachelor's degree or equivalent combination of education and experience1-3 years of experience working in a managerial role or similar function is a plus5+ years of related experience in a Service Desk, system administration or engineering role5+ years of experience with Microsoft Server and Desktop technologiesAbility to travel to remote sites, some overnight travel may be required (less than
Preferred certifications: MCSA, MCSE, VCP, CCNA, CISSP, etc.Training or certification in ITSM, ITIL, Service Desk management, etc. is a plus
Work Environment
(Corporate):
While performing the duties of this job, the employee regularly works in a climate-controlled setting, seated continuously and is sedentary most of the workday. This is a hybrid position which offers both on-site and remote work. In-office work will be in a call center with moderate to high noise levels & frequent foot traffic. This position routinely uses standard office equipment such as computer, phones and photocopiers. Work area stations and cubicles are close in proximity to others.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is continuously required to use hands and fingers to handle, feel or operate office equipment such as computers, phones and photocopiers; and have moderate reach with hands and arms. The employee is regularly required to talk and hear, sit and see in order to perform close-up computer work and phone equipment, and requires close-up vision and color recognition.
Reasonable Accommodations
Reasonable accommodations may be provided by ARS National Services Inc. to enable individuals with disabilities to perform essential functions, as defined per Company policy.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.
The compensation for this exempt position will range from $90K - $120K annually based on qualifications and experience.
Essential Duties
Ensure service requests are acknowledged and resolved in a timely manner with technical expertise and a superior level of customer serviceProvide technical expertise for complex Service Desk related issues and maintains the stability of daily operations (including on call and after-hours support)Establishes, plans, and implements the policies and procedures to support the Service Desk, PC and mobile device deployments, and desktop management servicesImplements policies and procedures regarding how problems are identified, received, documented, distributed, and correctedImplements standards regarding desktop applications, equipment, and policiesPerform quality monitoring to identify trends, validate accuracy and provide opportunities for improvementPartner with management regarding staffing, annual performance evaluations, promotions, and disciplinary actionManage department schedules, ensuring adequate shift coverage, manage time and attendanceManage the purchasing and inventory of equipmentManage the deployment, maintenance, support, and upgrade of all end user computing equipment (desktop computers, laptops, zero clients, peripheral devices, etc.)Manage the monitoring and maintenance of various IT systemsResearch and resolve difficult and complex problems escalated from the Service Desk techniciansEvaluate new IT related products and services and suggests changes to existing products or services to better aide the end user and meet organizational objectivesActs as the face of IT to most of the organization and consistently demonstrates and encourages a high level of customer service and commitment to excellence in service deliveryDemonstrates efforts for continuous improvements in departmental operations including decreasing turnaround times, streamlining work processes, and working cooperatively and jointly to provide quality and seamless customer serviceHelps lead business process reengineering and change management initiativesResponsible for completing higher level projects as assignedCompetencies
Customer Focus – Is dedicated to meeting the expectations of internal and external customersAction Oriented – Enjoys working hard, is action oriented and full of energy for the things he/she sees as challenging, not fearful of acting with a minimum of planning, seizes more opportunities than othersDecision Quality – Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment, sought out by others for advice and solutionsManaging and Measuring Work – Clearly assigns responsibility for tasks and decisions, sets clear objectives and measures, monitors process, progress, and results, designs feedback loops to adjust progressPriority Setting – Zeroes in on the critical items, can quickly sense what will help or hinder accomplishing a goal, eliminates roadblocks, creates focusProcess Management – Good at figuring out the processes necessary to get things done, knows how to organize people and activities, understands how to separate, and combine tasks into efficient workflow, and knows what to measure and how to measure it, can see opportunities for synergy and integration where others can’t, can simplify complex processes, gets more out of fewer resourcesMotivating Others – Creates a climate in which people want to do their best, can motivate many kinds of direct reports and team or project members, empowers others, invites input from each person and shares ownership and visibilityOrganization
Decision Quality – Making good and timely decisions that keep the organization moving forward.Drives Results – Consistently achieving results, even under tough circumstances.Communicates Effectively – Clearly communicates messages through appropriate channels and listens to understand and respond.Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.Builds Effective Teams – Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.Technical and/or Functional Skills & Knowledge
Demonstrated ability to establish and monitor customer service standardsAbility to lead teams effectively through structured coaching and leading by exampleStrong organizational, problem-solving, and analytical skills, with the ability to manage multiple prioritiesExceptional interpersonal, written, and verbal communication skills. Ability to explain difficult technical material clearly to varying levels of proficiencyAbility to adapt, be flexible and manage change effectively and transparentlyMaintains current knowledge of hardware, software and network technology and recommends modifications as necessaryExcellent technical troubleshooting skillsExperience supporting virtual desktop environments (VMware Horizon, Thin clients)Strong knowledge of Microsoft Operating SystemsStrong knowledge of Microsoft Office Suite applicationsProven Experience with Active Directory, including group policy managementStrong knowledge of desktop/laptop hardware and software supportStrong knowledge of networking.Strong knowledge of backup systems and software (Commvault, VDP, etc.).Knowledge and understanding of applicable data privacy practices and laws (PCI, CFPB, FDCPA, TCPA, GLB, etc.)Qualifications:
Bachelor's degree or equivalent combination of education and experience1-3 years of experience working in a managerial role or similar function is a plus5+ years of related experience in a Service Desk, system administration or engineering role5+ years of experience with Microsoft Server and Desktop technologiesAbility to travel to remote sites, some overnight travel may be required (less than
Preferred certifications: MCSA, MCSE, VCP, CCNA, CISSP, etc.Training or certification in ITSM, ITIL, Service Desk management, etc. is a plus
Work Environment
(Corporate):
While performing the duties of this job, the employee regularly works in a climate-controlled setting, seated continuously and is sedentary most of the workday. This is a hybrid position which offers both on-site and remote work. In-office work will be in a call center with moderate to high noise levels & frequent foot traffic. This position routinely uses standard office equipment such as computer, phones and photocopiers. Work area stations and cubicles are close in proximity to others.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is continuously required to use hands and fingers to handle, feel or operate office equipment such as computers, phones and photocopiers; and have moderate reach with hands and arms. The employee is regularly required to talk and hear, sit and see in order to perform close-up computer work and phone equipment, and requires close-up vision and color recognition.
Reasonable Accommodations
Reasonable accommodations may be provided by ARS National Services Inc. to enable individuals with disabilities to perform essential functions, as defined per Company policy.
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.