Manager 2, HelpDesk Manager/Desktop Support

Company Overview

Job Overview

Come join Intuit's IT Workforce Care Technology Team as a Tech4Intuit Regional Onsite Care Manager.

Our Team provides Intuit's workers across multiple global locations with daily services and support associated with keeping everyone in the company productive and secure each day. The solutions we deploy and support include personal productivity technology (laptops, mobile devices), printers, video conferencing, IT infrastructure, security, access, collaboration tools and software. We operate at scale a variety of logistical services as well as maintain both proactive and reactive support channels to keep our company moving each day. We deliver on-site, virtual, community-based, and self-service technical support and also leverage advanced machine learning tools to proactively manage a fleet of over 60,000 endpoints with workers across the globe. The focus on the end-to-end customer experience is what makes Intuit's Workforce Care Team the best in the industry.

Responsibilities

The Onsite Care Manager will be based in Atlanta and will be responsible for leading teams and overseeing IT support operations across multiple locations including Atlanta, New York City, Washington D.C., and Toronto. This includes a team of 4 direct reports as well as 4 contractors, primarily based in Atlanta.

In addition to managing the local ATL team the manager will also focus on leading our Mobile Program including the budget and management oversight of our external 3rd party vendor across all supported locations.

The local team provides daily on-site technical walkup support and shift-based virtual service desk interactions, as well as keep the technology infrastructure running at the location. Up to 25% travel to other Intuit sites, including New York City, Washington D.C., and Toronto, may be required on a quarterly or bi-annual basis, or as needed.may be required on a quarterly or bi-annual basis.

The overall Global Workforce Tech Care Team provides IT services for internal coworkers as it relates to desktops and laptops, mobile devices including smartphones and tablets, printers/copiers/MFPs, projectors, video conferencing, asset management (software & hardware), onboarding / offboarding, access management and divides up our Service Management among each Manager within the Team (centralized strategy, playbooks and decentralized execution within our Intuit locations).

What you will do:

• Ensures users are provided efficient, effective, and timely support on a 24x7 basis; manages staff scheduling to ensure optimal coverage and responsiveness.
• Manages end user, internal, escalated, and communications during critical service incidents and problems; invokes problem escalation procedures to coordinate recovery
• Identifies incident commonalities and initiates and, when applicable, oversees problem management and root-cause identification exercises to identify and correct major problems
• Drive team goals for call, ticket, and quality performance based on performance standards. Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department
• Experience supporting corporate executives and their assistants
• Maintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets.
• Lead the development of a knowledge center support (KCS)-based comprehensive, continuously improving knowledgebase for incident resolution and user self service
• Provides staff leadership, direction, supervision, training and development.
• Drive continuous improvements to internal processes and to the customer experience overall
• Communicate regularly with staff through group meetings and individual sessions; ensure issues/input from team is listened to and that organization/department strategy/goals/decisions are communicated consistently and in a timely manner.

The manager must be able to work independently as well as with peers. Strong communication skills, both verbal and written, are a must. The successful candidate will have a track record of working well with peers and leadership inside and outside IT; developing and implementing innovative service improvements; shaping IT support strategies and making key decisions in an information-limited environment, and must also be able to perform basic project management tasks for their assigned projects.

Qualifications

Must Have skills and experience include:

• Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders including senior leadership.
• Track record of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
• Demonstrated experience leading projects, effectively delegating responsibilities, and managing highly engaged resources.
• History of building and maintaining productive cross-functional relationships with key stakeholders and business partners.
• Strong attention to detail and creative problem-solving skills.
• Ability to document, write present information to all stakeholder levels.
• Advance knowledge of PC and MAC hardware and software installation, configuration, troubleshooting, and repair.
• Advance working knowledge of Microsoft and Apple operating systems and software products.
• Minimum 7 years of Helpdesk / Desktop management experience in a service environment with more than 2,000 customers in multiple locations.
• Minimum 3 years of experience in an ITIL framework environment with experience in incident and service management required.
• Demonstrated experience driving innovation and process improvement initiatives required.
• Knowledge and experience with ticketing systems, i.e. Service Now and or similar service management tools preferred.
• Ability to work under pressure and within strict time constraints while working in a changing environment with continually changing direction and requirements
• Ability to communicate technical issues to business leaders as well as to communicate contact drivers to engineers (written and verbally)
• Demonstrated experience successfully leading local and remote technical teams in a 24/7/365 environment
• BS Degree highly desired or equivalent combination of technical certifications and experience
• Must be confident, highly motivated and passionate about making a difference with demonstrated performance building high performing teams

Nice to Have Skills

• Leadership experience in an enterprise environment (5,000+ workers, 50,000 endpoints)
• Working experience managing large rollouts and mass deployments of PC and Apple desktops, laptops and mobile devices
• Working experience with developing, updating, and managing hardware build processes and procedures
• Working experience with expense planning and forecasting for an IT Service Desk or desktop environment
• ITSM asset management experience or certification
• Experience managing capital planning around hardware/software used in an enterprise environment
• Certified Desktop Support Mgr (HDI)
• ITIL v4