HonorBuilt

IT Support

• Provide strong leadership to teams of support professionals bridging communications across multiple Helpdesks.
• Foster a positive and collaborative work environment, promoting teamwork, professional growth, and employee satisfaction.
• Conduct regular performance assessments, coaching, and mentorship for both team members and leaders to enhance team capabilities.
• Develop and implement standardized processes and responsive procedures for support to ensure consistent service delivery across all Helpdesk entities and locations.
• Monitor and manage the performance metrics of each Helpdesk, ensuring adherence to service level agreements (SLAs) and continuous improvement in efficiency and effectiveness.
• Collaborate with senior leadership and additional teams to align support strategies with overall organizational goals.
• Develop and implement a strategic roadmap for the evolution of our Helpdesk services, keeping abreast of industry best practices and emerging technologies.
• Build and maintain strong relationships with internal stakeholders to understand their support needs and expectations.
• Act as a point of escalation for complex issues and work proactively to resolve challenges across teams in a timely manner.
• Identify and evaluate new technologies and tools to enhance the capabilities of Helpdesk operations.
• Stay informed about industry trends and emerging technologies to drive continuous improvement in support services.
• Develop and manage the budget for IT Helpdesk operations, ensuring optimal resource allocation and cost-effectiveness.

Director of Helpdesk Operations