Morton Salt Hiring for IT Help Desk Manager Job at Chicago, IL Full Time

Job Summary

IT Help Desk Manager: As part of our IT solutions team, the Help Desk Manager oversees a staff of help desk professionals, and is the primary supervisor of the ITSM process. In addition to personally tending to high-level problem resolution, the Help Desk Manager ensures continuity of service by administering staff schedules and on-call shifts, developing and refining resolution processes to reduce turnaround times, and fostering a collaborative, cooperative atmosphere.

Duties and Responsibilities

A list of the principal functions of the job to include an action-oriented description of each activity along with the desired outcome against which some measurement of performance can be applied.

· Responsible for IT support of business processes and users for all business units.

· Oversee a team of help desk professionals, ensuring timely and efficient problem resolution

Resolve escalated and priority issues, including assigning and evaluating work, coaching, and performance management.

· Set coverage and on-call schedules to ensure constant service coverage

· Develop and refine problem resolution processes

· Maintain and update onboarding documentation and processes for new hires, including training of principles and practices.

· Freshservice IT Service Management Application and Functional owner of:

o Incident management, Knowledge Management, SLA Management, Automations & AI/ML

o Self-Service Portal, Service Request Management, Problem Management

o Change and Release Management, Service, Application and Asset Catalogues, Lifecycle Management

o Configuration Management, IT Inventory Management, SaaS Management

o Contracts Management, On-Call Management, Orchestration Integrated project management, agile, waterfall, or hybrid mode

· Multilanguage IT Department operating in English and presently supporting the Business in English, French, Spanish and Portuguese.

· Track and monitor support delivery metrics, and manage escalation procedures to ensure service levels are maintained.

· Oversee the publication of Knowledge Base articles in accordance with industry best practices.

Knowledge, Skills and Abilities

Specifies the general background required of a jobholder to be successful in the position by summarizing the qualifications and educational background necessary for satisfactory performance of the job. The items listed here should include specific references to the number of years of work experience in the applicable field, level of education desired, professional certifications and/or association affiliations required, technical skills, etc.

EXPERIENCE

+ Bachelor’s degree in IT or equivalent experience in a related technical field

+ Five or more years of experience in an IT or help desk environment

+ Comprehensive knowledge of IT best practices and processes

+ Effective communication, interpersonal, organizational, leadership, planning, presentation and resource-conservation skills.

+ Ability to prioritize and execute tasks and projects in a dynamic environment.

+ Exhibits excellent customer service skills, distilling problems down to fundamental concerns, and resolving in a timely fashion.

+ In-depth knowledge of Windows hardware deployment, configuration, and diagnostics.

+ Knowledge of a wide range of computer software including operating systems and office productivity suites such as Microsoft Office and Microsoft 365 Cloud Apps

+ Knowledge of cyber security principles and best practices, including account management, multi-factor authentication (MFA), single sign on, malware protection, and safe browsing habits.

+ Knowledge of networking principles and ability to troubleshoot network problems.

+ Familiarity with telecommunications systems including PBX and call center systems.

+ Ability to manage multiple conflicting priorities in a professional manner

+ Ability to interact with business users and external partners

+ Proven ability to manage direct reports, including performance management and appraisals, salary reviews, interviewing, training and education, and career planning

+ Travel, domestic and international, up to 40%

Job Type: Full-time

Pay: $90,000.00 – $110,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 10 hour shift
• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Experience:

• Help Desk: 5 years (Required)

Work Location: Hybrid remote in Chicago, IL 60606