Language:
X
Quick Question:

Within the last 5 years, what role did the following play in your job:
Working as a Manager or Supervisor/Team Lead for a help desk or technical support team.
X
Quick Question:

What is the highest level of education you have completed?
X
Quick Question:

Within the last 5 years, what role did the following play in your job:
Working with Microsoft Intune and Endpoint Manager.
X
Quick Question:

Within the last 5 years, what role did the following play in your job:
Working with ConnectWise Automate.
Please note that this position is no longer available.
If you would like to be considered for similar opportunities now or in the future, feel free to apply and/or set up a notifier for yourself.
Help Desk Manager
Hybrid - Chicago, IL


Opportunity Snapshot
Top reasons to join our team.
show more…
X
Great role for a proven manager or a lead who's ready to step up to management

If you're a top-notch help desk manager or lead with proven technical and customer support skills and the ability to train, manage and support a global team, the newly added role of Help Desk Manager offers you some compelling advantages. You will:
  • Play a key role in integrating three help desk teams located in the U.S., Canada and India, shaping them into one cohesive unit. Quick question for you - click here
  • Join us at an exciting time. In addition to integrating teams, we are deploying a new ticketing system and tools including Microsoft Intune.
  • Be exposed to and learn new technologies, such VMware. No one is pigeonholed at Engage2Excel and there are ample learning opportunities. 
  • Showcase your potential to take on additional responsibilities and advance. Our growing IT organization is dedicated to creating opportunities for strong performers.
  • Earn competitive compensation and benefits within a cohesive, tight-knit culture built on transparency and mutual respect.  
This is a hybrid role, located in the greater Chicagoland area. The ideal candidate will be able to come into our Chicago location as needed (typically, a few times per month). We may also consider outstanding remote candidates outside of the Chicago area.

Engage2Excel helps human resources organizations create unique candidate and employee experiences from pre-hire to retirement. We know that engaging workplace experiences are essential for motivating employees to care more, work smarter and stay longer. We understand what employees really want because we look at the entire employee lifecycle through a scientific lens. We help more than 3,000 client partners in 100+ countries around the world leverage employee engagement to increase competitive advantage and improve bottom-line results. When in-office, you'll work at Hinda Incentives warehouse and offices. 
show less…
 
Make an Impact a New Help Desk Leadership Role as You Manage a Multi-Country Desktop Support Team

Your Qualifications
Find out what you'll need to own and excel in this role.
show more…
X
In order to be a strong fit for the role of Help Desk Manager, you will have:
  • Bachelor's degree in Computer Science, Information Technology, or equivalent relevant experience Quick question for you - click here
  • At least two years of experience as a help desk manager, supervisor, lead or technical support authority 
  • Strong technical background including:
    • Experience with PCs and Macs, Windows, MS 365, Adobe, etc.
    • Microsoft Intune and Endpoint Manager experience strongly desired; an understanding of the tools is required Quick question for you - click here
    • ConnectWise Automate or similar experience highly preferred Quick question for you - click here
  • Excellent analytical and troubleshooting skills
  • Ability to work under pressure
  • Strong leadership and people management skills
  • Excellent customer service, interpersonal and conflict management skills
  • Flexibility to work as part of an on-call rotation and some non-standard as needed
You'll primarily work an 8-5 central-time day shift with the flexibility to work after hours and weekends when necessary to communicate with team members, participate in deployments, etc. When onsite, you'll work in our large, HInda Incentives warehouse. It's a busy location that typically has a high number of help desk requests. As a visible team member, you'll build strong rapport with the group. 

Pictured: Hinda Incentives, an Engage2Excel company located in Chicago, has been helping clients engage, inspire, and reward employees and customers for over 50 years. Our expertise, resources, and support help companies grow sales, engage employees, and create loyal customers, and help us value and show appreciation for our own employees.
show less…

The Job
Explore the core responsibilities of the Help Desk Manager.
show more…
X
As Help Desk Manager, you will oversee our desktop support team in providing exemplary technical support to our internal users. You will be responsible for training, supporting, and leading the team, which currently includes five full-time technicians working in the U.S., Canada and India, and two resources splitting their time between Help Desk and other support responsibilities. In addition to your management duties, you will be required to manage ticket escalation and resolve any technical issues. Everyone from the top down is hands-on here, and we all work as a team.

Specifically, you will:
  • Manage and support a team of remotely-located help desk technicians.
  • Mentor a team, provide training, and conduct performance evaluations.
    • Track helpdesk tickets and ensure issues are being addressed in a timely manner.
    • Assess helpdesk staff to determine training needs if required.
  • Monitor team performance and develop feedback reports for management.
  • Communicate with end users and provide in-person and phone support, as required. 
  • Troubleshoot and resolve technical issues, serving as both an escalation point and a resource for your team.
  • Manage escalations and ensure any issues are resolved in a timely manner.
  • Make recommendations to improve operational efficiency.
  • Maintain accurate inventory of assets.
  • Participate in an on-call rotation for approximately six weeks per year (every two months). On-call duties are typically light.
This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Pictured: CXS Recognize helps companies build the best recognition program that accelerates engagement, improves the employee experience and drives business results in one easy-to-use platform.
 
show less…
Engage2Excel, Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.