AWC, Inc Hiring for Helpdesk Manager Job at Baton Rouge, LA Full Time

AWC is a leading Automation and Controls Technology company, with 500+ employee-owners dedicated to winning together as we optimize US Manufacturing and Utility operations. We are seeking a Helpdesk Manager that shares our love of learning, working with innovative technology to solve challenging problems, and wants to share in the rewards from your efforts as an owner. If this sounds like you, we would love to talk.

As the Helpdesk Manager, you will own the day-to-day operations of the IT Support team, including scheduling, hiring, performance monitoring and technical project management. You will oversee the ticket queue and overall support experience while streamlining team workflows and helping our technicians develop the skills to succeed, both in their current roles and desired career paths. You will work closely with leadership to establish new policies and metrics, as well as oversee exciting departmental projects, e.g. new hire onboarding and asset management automation.

About YOU

Our ideal manager should feel comfortable not only setting expectations for their team, but assisting with escalations and onsite tasks as they arise. We are looking for someone who shows initiative, demonstrates excellent customer service and communication skills, and is self-directed, organized and results-driven. If you are a true servant leader with experience mentoring and guiding your team to make informed decisions aligned with AWC values and objectives, we want to hear from you.

Essential Duties & Responsibilities:

• Establish metrics for your team and hold them accountable to meeting goals

• Ensure the support team meets response time SLAs with emphasis on critical user issues

• Handle inventory, purchasing, and software license management

• Contribute to various forms of support documentation, including IT procedures, training guides, and user-facing knowledge base content

• Hold weekly 1-on-1 meetings with your team to set goals, track completion of tickets and strategic projects, and define career paths that align each individual’s passion with purpose

• Monitor CSAT feedback and introduce Quality Assurance within the team

• Recommend improvements and best practices to leadership

• Continue to streamline procedures that will become the cornerstone of the Helpdesk’s daily operations

• Lead with a can-do attitude and the resourcefulness to identify creative solutions and follow through until successful outcomes are achieved

• Establish trust, act with integrity, and maintain a high level of confidentiality in all activities

About US

We are Employee Owners; we don’t just do a job – we build exciting careers and long-term wealth through challenging ourselves and the status quo – seeking better, safer, more effective automation solutions.

We share your passion for learning, solving problems, and serving others. We love innovative, creative approaches to building expertise and delivering real value for our team members, our partners, and customers. Our trusted partners include global Technology Leaders like Siemens, Festo, Phoenix Contact, Banner Engineering.

How WE will WIN TOGETHER

Our Winning Together culture starts with a shared commitment to building an environment of inclusiveness, trust, and mutual respect. We know that when people are safe to pursue their passions, learn, serve, and share in the rewards from their combined efforts, they win. We are here to help you achieve your goals. AWC encourages continuous learning to build new skills, expertise, and abilities to advance your positive impact, responsibilities, and income.

The Rewards

• Employee Stock Ownership Plan (ESOP)

• 401(K) Match

• Competitive Pay

• Medical, Dental and Vision Insurance Package

• Life Insurance

• Paid Time Off and Holiday Pay

• Career Development Opportunities

• Hybrid Work Schedule

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)