Help Desk ManagerCompensation:
Manages application development, testing, support, and maintenance of Field and Corporate-facing applications. Engages with project delivery, project managers, and project sponsors in the business to understand, clarify, and document the objectives and success factors for technical solutions that support business-based project initiatives. Collaborates and consults with IT verticals, managers, and business owners as appropriate in providing support during the solution delivery and application support phases, managing enhancements and maintenance priorities and trade-offs as applicable. Provides technical guidance in ensuring optimal execution and implementation of maintenance and enhancement work with applications supported. Leverages existing technical standards to design solutions for projects. Provides updates, guidance, and recommendations related to technology solutions and related projects to supervisor and staff, impacted IT and Corp Services/Protiviti business teams, and IT Sr Management.
Partners with and obtains feedback from technical discipline owners and experts to maintain a clear understanding and awareness of current technical standards and direction; provides feedback on standards based on project experiences and user needs. Ensures team delivers infrastructure and workflow solutions to RHI standards of quality (response time, availability and user satisfaction) to field and back-office users globally. Manages, directly or through subordinate supervisors/leads, the coordination of the activities of a section or department with responsibility for results, including costs, methods and effective staffing (e.g., having the right people with the right skills in the right job). Manages the development and implementation of system designs and technical specifications. Architects complex solutions to project/production issues and relationships between systems; ensures that solutions are executed properly. Manages on-call support for production systems on a rotating schedule.
Responsible for personnel actions, including hiring, onboarding, firing, promotion, development, discipline, and employee compensation. Provides coaching, guidance, mentoring to direct reports and next level down where and when appropriate.
Establishes, leads, manages and develops an effective and collaborative team. Leads effective collaboration not only in immediate team but also with other IT verticals, dev team, and business Architects complex solutions to project/production issues and relationships between systems; ensures that solutions are executed properly. Partners to improve efficiencies and support quality deliverables. Monitors the collaborative process and makes adjustments as needed. Manages the development and implementation of system designs and technical specifications.Job Requirements:
Bachelor's degree in IT-related field or equivalent years of experience
5+ years of Team Leadership, Supervisory or Management experience in a fast-paced IT environment in
a similar role, including direct experience working for a Global Organization and/or providing cross-cultural support.
Strong knowledge of and experience with IT tools and technologies required by the unit as well as IT processes and methodologies including:
-Ability to diagnose and resolve technical problems quickly.
-Command of standard Office suite, particularly Microsoft Excel or
an alternate reporting tool.
-Strong de-bugging skills.
-Experienced in full lifecycle software development, including analysis, design, development, testing and implementation.
-Understanding of object-oriented analysis and design techniques.
-Ability to create software architecture documents or other design artifacts.
-Familiarity with process modeling techniques.
-Knowledge of process definition and continuous improvement methodologies.
-Understanding of Server, Networking, Windows, and Mac systems provisioning.
-Understanding of Technical and Deskside support processes.
-Understanding of endpoint monitoring and support tools (backup, vpn, anti-virus, patching, and encryption).
-Strong knowledge of and demonstrated practice in customer service, business acumen, IT infrastructure technologies and end-user experience and technology project delivery preferred.
-Must be able to work independently and apply good judgment.
-Must be able to work within a team both as a leader and as a team member.
-Must be able to analyze circumstances or data that require evaluation of a variety of factors, including an understanding of current business trends.
-Excellent written and verbal communication skills.
-Excellent customer-service orientation.
-Strong working relationships with staff and IT Leadership
(Directors, Sr. Managers, Managers, and Supervisors) and Business Leadership
and teams (Corp and Field).
-International experience in order to build global partnerships.
-Ability to manage delivery and build effective direct reports and ad hoc teams.
-Enforce KPIs used for measuring results and performing look-backs on completed projects.
-Ability to identify overlapping projects and make appropriate recommendations on course of action.
-Exercises independent judgment and composure under stress during while supporting RH critical business functions.
-Capable and willing to learn new technologies in support of established and newly-identified business needs.
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