Responsibilities: 

• Analyzes operational data and KPI’s to understand the business and make iterative data centric recommendations

• Analyzes business needs and gains team consensus to fill process gaps in support 

• Develops, communicates, and delivers training materials for the Global Help Desk 

• Conducts successful training in a friendly/timely manner 

• Knowledgeable on current, relevant technologies, news, and standards 

• Works closely with business partners from various departments within and outside of IT to support the organization 

• Measures training, projects, and any other initiatives with predetermined measures of success 

• Actively communicates with GHD and leadership team about what the team needs and presents data and metrics to help drive strategic discussions and decisions 

• Leads process and operational changes 

• Supports Service Desk service delivery and operations management 

• Takes part in an after-hours on call rotation/support phone calls and incidents as needed 

• Resource for Help Desk, providing real-time technical and professional guidance to technicians to support customers 

• Supports leadership in monitoring the queue, ensuring agent availability, schedule adherence, adherence to service desk standards, processes, and procedures, and investigating escalations 

• Manage portal submitted tickets and ensure adherence to the business service level agreement 

• Take phone calls and work tickets as needed to support the demands of the business  

• Manage the aging ticket population to ensure technicians are properly supporting our customers to an efficient resolution and adhering to the ticket standards. 

• Represent the leadership team when needed in meetings with business partners and stakeholders 

• Provide reporting and metrics to the leadership team to tell the story of operational effectiveness and be able to identify both negative and positive trends while delivering suggestions on next steps when needed.  

Qualifications: 

• Strong analytical background 

• An independent sense of ownership and follow-through with daily tasks and projects 

• Clear communication and willingness to relate to others, to listen and hear concerns in a patient and supportive manner 

• Effective verbal and written communication skills 

• Able to receive and action feedback 

• Strong technical background 

• Experience providing IT support in person, on the phone, or remotely in a Windows-based business environment 

• 2 to 3 years of Helpdesk support experience including documentation, ticketing systems, and accepting inbound calls for support 

• Expert problem-solver, able to accurately diagnose issues and repair systems 

• Independent work ethic to carry projects through to completion and implement solutions without constant supervision; ability and desire to explore and learn modern technologies to support our mission and enhance our business 

• Strong organizational skills 

• Team player attitude, patience, understanding, flexibility, and a sense of humor.