IT Help Desk Manager chez Mileone

Job Description

MileOne Autogroup is now hiring an IT Help Desk Manager for our onsite IT team in Towson, MD. Our IT Help Desk Manager will lead a multi-regional technical team comprised of support personnel, field technicians, and dispatch supervisors.

This in office position will work Monday - Friday 8:30 to 5:30.

As a Help Desk Manager, you will:

• Provide leadership and expertise to the Help Desk team, managing team resource assignments, projected task completion dates, and prioritization of activities based on business impact.
• Responsible for the management and support of end user requests, incidents and change tickets, including effectively and efficiently managing complete lifecycle of end user requests for technical assistance.
• Cultivate strong relationships with end users throughout the organization and provide timely and effective communication to users on behalf of the Help Desk and IT as a whole as well as acting as an operational liaison with C-level clients as needed.
• Train staff on emerging technology, as well as how to meet the MileOne Standard of Excellence
• Facilitate trainings of staff by departmental managers and subject matter experts
• Develop an understanding of all MileOne IT policy and procedure and train direct reports on it, creating documentation if not pre-existing or outdated
• Utilize KPI, Reports and performance metrics to assess staff performance
• Verify the work being performed by the helpdesk on a daily basis, addressing any inconsistencies or errors.
• Implement tiered levels for direct reports on the helpdesk, including competency tests for advancement.
• Develop escalation templates and procedure for all tickets leaving the helpdesk assigned to other areas of the department.
• Participate in night/weekend on-call support rotation.
• Other tasks as assigned.

The preferred candidate will possess:

• At least 2 years of management experience
• At least 5 years of IT experience
• Experience with provisioning, asset management, support tickets, and knowledge base article maintenance.
• Automotive experience desired

Our MileOne Employee Advantage:
MileOne believes that taking care of our employees is the most important step in creating a positive workplace and a successful company. MileOne offers a number of exclusive benefits and programs that are designed to help our employees and their families succeed both at home and in the workplace.
MileOne Employee Advantage includes health and financial benefits, and training and mentoring. We also offer an Employee Purchase Program, the MileOne Support Fund: by Employees, for Employees, the NextMile Scholarship Program, an Employee Assistance Program and more.

MileOne Autogroup is an equal opportunity employer and we maintain a drug free work environment.

By applying for this job, you agree to receive email communication, as well as telephone and/or SMS text communications using an autodialer or otherwise, at the number you have provided. Message and data rates may apply; text STOP to opt out after receiving text communications.

MOAG

CC_954 Atlantic Holding MIS

Salary Range

$65,000 - $75,000

   

MileOne Corporate Office

Post Internally and Externally

Zip Code

21204 Postuler maintenant