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Help Desk Manager

| Chicago

Company

SDI Presence LLC is an IT managed services provider (MSP) and consultancy that leverages its strong team presence to advance our clients to a secure digital enterprise. With a 20-year corporate resume, SDI delivers strategic managed services, IT consulting, and hybrid infrastructure solutions to optimize our clients’ technology environments. SDI is a certified Minority Business Enterprise (MBE), with a portfolio of clients that includes some of the nation’s largest airports, utilities, commercial real estate portfolios, and government agencies. SDI delivers a deep technical presence through a local delivery model to achieve customer confidence and success. Visit us at www.sdipresence.com and connect with us on Twitter and Instagram.

Summary

The Help Desk Manager's role is to lead and motivate the Help Desk Team to deliver outstanding technical and non-technical support in a manner that is both timely and satisfying to the End User. This includes the identification, standardization and management of procedures related to the categorization, prioritization, and resolution of end user help requests as well as the monitoring and coordination of Help Desk functions. The Help Desk manager will report to the Project Executive.

Through a proficiency in Help Desk principles, customer service and ITIL best-practices, and proven communications, analytical, and problem-solving skills, the Help Desk Manager will help the Client manage, oversee and, when necessary, refine Help Desk Center policies to conform to Client Service Level Requirements (SLRs) and Agreements (SLAs). The Help Desk Manager is expected to be adept in managing and overseeing all phases of IT projects, including the selection of skilled technical staff and support of all Change Management Policy requirements. He/she will demonstrate the skills to effectively negotiate scope changes and to determine how each task should be handled and by whom.

Responsibilities

  • Determine transitional plan and issues regarding facilities, layout and integration with other non-consolidated Help Desks work with the client to design appropriate workflows within ServiceNow to help support other non-consolidated help desks
  • Monitor/track incident progress through to final closure and record/update incident record status as appropriate
  • Maintain current and historical records of all calls and the resolution of those calls for the life of the contract and provide reporting and trend capabilities
  • Configure and improve call distribution and call flow (e.g., IVR, ACD) needed to collect, track, and manage Service Requests and Help Desk Incidents received by the Help Desk
  • Work with a developer to configure ServiceNow ITSM to automate incident management, problem management, workflows between support teams and to collect and report on SLA and performance metrics
  • Staff appropriately trained Help Desk staff for Level 1 and Level 2 remote support with 24x7 coverage
  • Work with the ServiceNow administrator to configure ServiceNow functionality to optimize Service Desk workflow and support reporting requirements.
  • Coordinate the Root Cause Analysis process on recurring and Severity 1 and 2 Incidents
  • Provide Single Point of Contact (SPOC) call-in access for all Help Desk Services
  • Provide Single Point of Contact (SPOC) and coordination for all Incident reports and requests for information and Service (e.g., IMACs)

The Help Desk Manager will manage the Help Desk team to deliver the following:

  • Identify, escalate (e.g., Level 2 and Level 3 escalation), manage Incident Resolution and Close Incidents and Service Requests including those escalated to Third Parties
  • Provide technical staff and End Users with training related to the implementation of new products and Services per requirements
  • Monitor Incident Management systems for automatically generated and logged Incident alerts and events
  • Resolve incidents on the first call in accordance with the Procedures Manual, knowledge database documents, and configuration database(s)
  • Identify and classify Incidents to a severity level and handle according to agreed-upon Incident response procedures
  • Diagnose and resolve incidents; employ desktop remote-control capability with user’s approval and disconnect when complete. Where possible, implement appropriate corrective actions for known errors (e.g., workarounds for known unresolved Problems)
  • Escalate incidents to the appropriate next-level service group
  • Provide end-to-end Incident Identification, Escalation and Resolution Management; and a Closure Process including the management of those tickets escalated to third parties
  • Assist End Users with questions relating to functionality and use of in-scope End User hardware and software
  • Document solutions to resolved incidents in central knowledgebase. Accurately update all information pertinent to trouble ticket including general verbiage, codes, etc.
  • Manage user accounts as needed for access and maintain network resources (e.g. logon user-id and password maintenance)
  • Provide initial review (level 1) of security incidents and the determination if escalation to the Information Security (level 2, 3 support) is warranted
  • Perform Password Resets as required, in accordance with specified security policies
  • Monthly reporting and quarterly executive-level reporting

Requirements

  • 4 year college degree in relatable field and/or relevant professional experience
  • 7+ years of experience managing a 5000+ user environment over multiple sites
  • Staff management experience of Help Desk resources
  • Experience with configuring ACD, IVR, etc.
  • Experience with ITSM management systems and reporting
  • Experience with ServiceNow preferred
  • ITIL certification a plus
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • SqlLanguages
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • OracleDatabases
    • SAP HANADatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • InDesignDesign
    • AsanaManagement
    • Microsoft ProjectManagement
    • WordpressCMS
    • SAP ByDesignCRM
    • MailChimpEmail

Location

SDI's HQ is located in the newly redeveloped Aon Center, overlooking Millenium Park and in the heart of downtown Chicago.

An Insider's view of SDI Presence

How would you describe the company’s work-life balance?

SDI supports a healthy work-life balance & offers the right tools through our wellness program to champion my health which is very essential for me as a new parent. I always look forward to our HuddleUp team outings because they boost employee morale & help coworkers (especially those offsite) to get to know each other in a non-stressful capacity.

Robert

Commercial Real Estate Consultant

What projects are you most excited about?

I am most excited about the new Cyber Security offering we are working on for the West Coast. I hope to be a valued member of the SDI team and that we can bring a new line of business that has not been able to offer local governments without the use of partners in the past.

Wesley

Managing Consultant

What makes someone successful on your team?

SDI provides a platform that allows employees to challenge the status quo, never settling for the average who’s content with just fulfilling the context of their own roles & responsibilities. SDI has created a work environment that pushes the envelope of consistently hunting for new ways to solve a problem or self-improvement, never sitting still.

Manny

Solution Architect

What is your vision for the company?

We aim to be the IT managed services partner of choice for Chicagoland’s leading governments and private sector organizations by providing top technical talent: versed in our clients’ technologies of choice, passionate about our clients’ business, and prepared to make an impact from day one.

Mark

Chief Operating Officer

What’s the vibe like in the office?

SDI has a collaborative group of diverse and talented people who are generally very hard working and willing to go the extra mile to contribute to the success of the company. It truly is an awesome work environment and we have a leadership team that cares about the health and wellbeing of the employees.

Lola

Marketing Manager

What are SDI Presence Perks + Benefits

SDI Presence Benefits Overview

SDI Presence offers comprehensive benefits for its employees:

401K plan with a company match
Cell phone reimbursement
Company-wide quarterly profit sharing
Education reimbursement
Medical, Life, Vision, Dental, Short-Term, and Long-term benefits package
Generous PTO plan
Flexible Work Hours

Company perks include Team HuddleUp Outings, Birthdays and Anniversaries Celebration, Weekly Fruit and Snacks, Community Philanthropic Events, Wellness Seminars, Friday Afternoon Club (FAC) events and many more!

Culture
Volunteer in local community
We partner with Mercy Home and also participate in local volunteering events such as Ring Side, ALS Walk for Life, and the American Heart Association.
Partners with Nonprofits
We currently partner with the American Heart Association and Cystic Fibrosis Foundation.
Friends outside of work
Eat lunch together
Intracompany committees
SDI Presence has various internal committees such as the GREEN team.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Being MBE (Minority Business Enterprise) certified, SDI Presence's management team is as diverse as our local staff and our Chief Development Officer is focused on continuing our initiatives.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
SDI Presence employees can contribute up to $2700 annually to their FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $12000 monthly maximum payout.
Dental Benefits
Our dental plan covers $75 of expenses.
Vision Benefits
The vision benefits plan covers an annual exam and up to $130 for glasses and/or contact lenses.
Health Insurance Benefits
SDI Presence offers three different health plans under Blue Cross Blue Shield of Illinois.
Life Insurance
SDI Presence offers basic life insurance which is one times your annual earnings plus $25,000 to a maximum of $225,000.
Wellness Programs
Team workouts
SDI Presence's team fitness initiatives include Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
SDI Presence's 401(k) retirement plan offers a broad selection of stocks, bonds and international index funds to choose from.
401(K) Matching
SDI Presence provides employees with a 401(k) matching plan managed by [provider]. We match 2% of contributions up to 60% of an employee's annual gross pay.
Performance Bonus
In some cases, SDI Presence does offer a variable compensation plan.
Child Care & Parental Leave Benefits
Flexible Work Schedule
SDI Presence provides employees with a flexible work schedule that includes Summer hours, Core hours, Flexible start and end times.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
SDI Presence sponsors family oriented events Annually.
Vacation & Time Off Benefits
Generous PTO
SDI Presence employees receive between 13 and 25 days per year of paid time off based on years of service. It also included a "floating holiday" in addition to PTO.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
SDI Presence offers pre-tax commuter benefits for all Illinois employees.
Company Outings
SDI Presence hosts company outings Semi-annually called HuddleUps.
Stocked Kitchen
SDI Presence's kitchen provides free coffee, and tea and fresh fruit on Fridays.
Happy Hours
Happy hours are hosted Once per month.
Relocation Assistance
Our relocation assistance plan offers a maximum reimbursement of $5000.
Professional Development Benefits
Job Training & Conferences
SDI Presence offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $2000.
Diversity Program
Lunch and learns
SDI Presence hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department program.
Time allotted for learning
Customized development tracks
Paid industry certifications
We have annual budget of up to $2,000 for paid industry certifications per person but could be more depending on position requirements.
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