Job description
IT Helpdesk Manager
Western Partitions, Inc. (WPI) is one of the largest and most reputable interior and exterior contracting firms in the US. WPI provides superior contracting services for drywall, prefabrication, metal studs, acoustical systems, wall panels, fireproofing, firestopping, stucco, claddings, painting, windows, doors/frames/hardware, and more.
Headquartered in Wilsonville, Oregon, WPI also has offices in Eugene, Seattle, Reno, Las Vegas, Albuquerque, Salt Lake City, Boise, Phoenix, and Spokane. WPI serves the West including Oregon, Washington, California, Idaho, Nevada, Utah, Arizona, Montana, Hawaii, Alaska, and other regions determined by our growing national customer base.
Since WPI's inception in 1972, we have provided award-winning construction without sacrificing integrity, safety, or efficiency. We are proud that a significant percentage of our business comes from repeat customers. Our service-oriented, fast-track approach, coupled with an attention to detail has resulted in a superior reputation within our industry. We work hard every day to earn our customers' trust and confidence.
Throughout our history, our dedication to our employees, quality of work, and customers has set us apart. The strongest characteristic of our organization is the prominent level of pride we take in every job we complete. Our employees are driven to do the job right the first time without compromise. Lastly, our customers choose WPI based on the emphasis we place on communication, trust, and respect.
Job Description:
The IT Helpdesk Manager manages daily operations of the WPI IT Helpdesk. This position is responsible for delivering a world class support experience to WPI customers and is a hands-on leader. The IT Helpdesk Manager is responsible for building and coaching a cohesive team that exceeds customer service level agreements.
- Understand and comply with all WPI policies, procedures, and corporate safety program.
- Supervise the IT Helpdesk Team, monitor their progress, and performance.
- Ensure availability and quality of IT Helpdesk support to all WPI staff.
- Foster positive end-user relationships and drive customer satisfaction.
- Coordinate with stakeholders to determine service level agreements and performance metrics for the Helpdesk Team.
- Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Promote continuous improvement of IT support and delivery to all stakeholders.
- Gather and report operational metrics, accomplishments, and priorities to IT and executive leadership.
- Analyze workflows and implement strategies to improve efficiency.
- Act as a technical resource for Helpdesk Technicians and as a liaison between Helpdesk and senior IT.
- Manage escalations and ensure all issues are resolved in a timely manner.
- Define team goals and lead staff to achieve desired results while being accountable for team performance.
- Define, implement, and consistently audit processes to optimize the support experience across all departments.
- Collect feedback to optimize the end user support experience.
- Maintain departmental staffing by recruiting, selecting, orienting, and training Helpdesk staff.
- Develop employees within their roles via coaching and through personal growth opportunities.
- Conduct regular check-ins with direct reports to monitor performance of work duties.
- Conduct annual performance evaluations for all direct reports.
Requirements:
Basic Requirements:
- BA/BS degree in Information Systems, Computer Science, Business Management, related field of study, or equivalent industry experience.
- Minimum of two years of management experience that demonstrates proficiency in leadership techniques and management of resources.
Minimum Requirements:
- Exceptional written and interpersonal skills are essential along with the ability to interact with all levels of the corporation.
- Proven ability to prioritize a constantly shifting workload and collaborate with other IT staff members daily.
- Knowledge and understanding of all relevant industry standards and best practices for service management.
- The ability to manage time effectively while setting the tone of the team through modeling and leadership.
- Employs a customer focused attitude towards all job duties.
- Must be team-oriented and thrive in a results oriented, fast paced environment.
- Proven ability to lead teams towards organizational goals with successful outcomes.
- Proven de-escalation skills and ability to effectively diffuse and resolve customer complaints.
- Must be able to break down problems both known and unknown in a logical, efficient manner.
- Strong technical background with the ability to communicate to non-technical audiences.
- Competency with hardware and software troubleshooting.
- Competency with common mobile products (iPhone, iPad, Android devices).
- The ability to learn and apply new concepts quickly.
- Late night and/or weekend hours are occasionally necessary to complete system upgrades and perform maintenance.
- Local to office.
Preferred Requirements:
- ITIL, Microsoft, CompTIA, VMWare, AWS, Microsoft, or other industry certifications are a plus.
This role is not eligible for visa sponsorship.
Benefits:
At WPI our employees are our greatest asset. We put our people first and are proud to provide a comprehensive benefits package designed to meet the needs of our employees at every stage of life.
In our commitment to fostering an environment where everyone can thrive personally and professionally, we offer:
- Competitive pay.
- Incentive bonus plan.
- 401(k) retirement savings plan with match.
- Medical, prescription drug, dental and vision insurance plans with flexible spending account option.
- Life insurance, accidental death, and disability benefits.
- Flexible paid time off policy and paid holidays.
WPI provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
WPI is a background screening, drug-free workplace.
This job description is intended to outline the general nature and level of work being performed by employees. It is not designed to cover or contain a comprehensive list of responsibilities, duties, or skills required of the employee of this job. Furthermore, this description is subject to change at the discretion of the company, with or without notice.
Revised 2-14-23
About Western Partitions, Inc.:
Western Partitions, Inc. (WPI) is one of the largest and most reputable interior/exterior contracting firms in the western United States. WPI provides superior contracting services for drywall, metal studs, acoustic ceilings, wall panels, fireproofing, firestopping, stucco, and painting. We also provide contracting services for doors, frames, and related hardware.Headquartered in Wilsonville, Oregon, WPI also has offices in Eugene, Seattle, Reno, Las Vegas, Albuquerque, Salt Lake City, Spokane and Phoenix. WPI serves the West including Oregon, Washington, California, Idaho, Nevada, Utah, Hawaii, Alaska and other regions determined by our growing national customer base.
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