Help Desk Manager - Oak Brook - ref. v20637815

We are offering a unique opportunity for a Help Desk Manager in OAK BROOK, Illinois. The role primarily involves overseeing the technical support operations within a high-paced manufacturing setting. This position demands a strong IT support background and excellent leadership skills to manage a team of IT support staff and maintain the technology infrastructure.

Responsibilities:

• Oversee a team of IT support technicians, providing guidance, coaching, and performance feedback
• Build and maintain effective working relationships with plant stakeholders
• Ensure the team adheres to established processes and procedures for incident resolution and service request fulfillment
• Coordinate and prioritize support requests, ensuring timely resolution of technical issues
• Troubleshoot hardware and software problems, providing assistance to end-users as needed
• Oversee the maintenance of IT systems, equipment, and networks within the plant, including performing regular updates and upgrades
• Develop and implement procedures for handling IT-related incidents and emergencies, ensuring a rapid and effective response
• Provide training and support to plant staff on the use of IT systems, software applications, and equipment
• Work with external vendors and service providers to procure IT equipment and services for the plant, and monitor vendor performance
• Support established security measures to protect the plant's IT infrastructure from cyber threats and unauthorized access
• Ensure compliance with relevant regulations and industry standards related to IT security and data protection
• Identify opportunities for improving the efficiency and effectiveness of IT support operations within the plant.
• Prior experience in a Help Desk Manager role or similar position
• Proficiency in Cisco Technologies
• Knowledge of Dell Technologies
• Proficient in Active Directory
• Experience with Computer Hardware
• Understanding of Configuration Management
• Experience with Deployments
• Familiarity with Deskside Support
• Knowledge of ServiceNow ITSM
• Excellent leadership and team management skills
• Exceptional problem-solving abilities
• Strong communication and interpersonal skills
• Ability to work under pressure and manage multiple tasks simultaneously
• Bachelor's degree in Computer Science, Information Technology or related field is preferred.