Help Desk Manager Jobs

• Improve the effectiveness of the team members by promoting an environment of knowledge sharing.
• Identify trends and develop strategies to support these trends.
• Identify areas of opportunities, propose, and implement solutions.
• Contribute to the resolution of service requests by providing the necessary technical leadership.
• Drive problem investigations, resolution, and improvements, escalating issues as required.
• Assist in the career development and mentorship of service desk technicians.
• Identify, measure, and report on key performance indicators that produce desired results.
• Provide accurate reports and metrics to company management.
• Active role in the daily management of all service requests.
• Lead, manage, and hold the service desk team accountable for all daily activities.
• Other duties as assigned.
• Responsible for service delivery, escalation, and client satisfaction.
• Maintain process adherence for the service desk team.

• 5+ years of troubleshooting end-user networking issues (wired, wireless, VPN, etc.).
• Strong analytical and problem-solving skills, with an ability to handle multiple priorities.
• Strong communication, team collaboration, and relational skills with the ability to work with a wide range of audiences.
• Experience with developing and managing metrics.
• Bachelor’s degree in Computer Science or equivalent relevant work experiences.
• Attention to detail is critical, as is being observant and following directions.
• Understanding of support tools, techniques, and how technology is used to provide services.
• 3-5 years’ managing a help desk team, evaluating performance, and leading using a service/help desk queue.
• Service awareness of key IT services for which support is being provided.
• Ability to multi-task and adapt to changes quickly.
• 3-5 years’ managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.).
• Able to work evenings, weekends, and holidays as needed.
• Problem-solving and providing solutions to drive to a course of action.
• Strong leadership with the ability to motivate the team.
• Proven ability to prioritize, multi-task, and adapt to a fast-paced team environment.
• 5+ years supporting end-user operating system and applications deployments (Windows, Office, etc.).

• Knowledge of hospitality, venue management, sports and entertainment, specifically NBA basketball.
• Familiarity with ITIL and other IT service management frameworks is a plus.
• Experience with ServiceDesk Plus is a plus.

What We Offer

• Wellness programs through EAP and Headspace
• Short and Long-term disability
• Industry leading health coverage
• Team Member and Dependent Life Insurance
• Group Voluntary Benefits

• Happy Hours and other fun activities
• Employee Assistance Program
• Qualified parking and game night meals
• Matching 401(k)
• Team Store Discounts
• Employee Referral Bonuses
• Employee Recognition Programs
• NBA Sponsored Discount Programs
• Tuition Reimbursement

• Paid Parental Leave
• Generous Paid Time Off
• Holiday Pay