Director of Helpdesk Operations
HonorBuilt
full-time
Posted on:
Location Type: Hybrid
Location: Peachtree City • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
ITSMServiceNow
About the role
- 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.
Requirements
- 10+ years of experience in a leadership role overseeing multiple teams, locally and remote.
- Bachelor’s degree in information technology, Computer Science, or directly related industry standard certifications.
- Strong knowledge of IT service management (ITSM) principles and best practices.
- Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
- Demonstrated experience in strategic planning, budget management, and project management.
- ITIL certification and ServiceNow experience are a plus.
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT service managementstrategic planningbudget managementproject managementperformance assessmentprocess developmentservice level agreementscontinuous improvementmentorshipteam leadership
Soft skills
communicationinterpersonal skillscollaborationteamworkprofessional growthemployee satisfactionrelationship buildingproblem-solvingcoachingstakeholder engagement
Certifications
ITIL certificationindustry standard certifications