Help Desk Manager

Jacuzzi Group is a leading manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. With their headquarters in California and operations all over the world, Jacuzzi Group has been providing innovative wellness solutions for over 65 years.

We are seeking a Help Desk Manager to manage and support end users across multiple locations. This position is responsible for overseeing a team of Help Desk technicians and providing the team with leadership and total support to ensure the highest level of customer service and satisfaction. This includes the responsibility of managing all procedures related to the identification, prioritization, escalation, and resolution of end user help and service requests. A key focus will be to drive operational excellence across these areas through measuring KPI's and other Help Desk metrics and employing continuous improvement initiatives thru problem management methods. Frequent and effective communications are necessary to keep the team up to date on upcoming changes in the environment and to keep skillsets across the services in sync and continually growing. This is a working-manager role where being hands on with technology and end user support is expected.

The Ideal Candidate will be located in Phoenix, Atlanta, Seattle, Portland, Miami, or St Louis.

Key Responsibilities:

• Effectively lead and manage the Help Desk team, onsite and remote, utilizing managerial skills including, but not limited to, time management, planning, training, communication, and coaching skills.
• Train the team on new programs, applications, and products
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and deliver solutions to enhance quality of service to prevent future problems
• Collaborate with other departments to identify and/or procure computer software for internal and remote clients
• Manage the processing of incoming requests to Help Desk by telephone, self-service portals and email to ensure courteous, timely, and effective resolution of teammate issues
• Coordinate and/or perform hands on fixes, software installation, hardware installation, implementing file backups, and configuring systems
• Track and analyze trends in Deskside Support requests and generate statistical reports
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
• Oversee development and dissemination of help sheets, user guides, and FAQ lists for teammates
• Actively and consistently support all efforts to simplify and enhance the customer and teammate experience
• Oversee the entire IT asset lifecycle, including procurement, deployment, maintenance, and retirement of IT assets, ensuring seamless operations.
• Ensure efficient organization and maintenance of warehouse and inventory spaces, implementing an effective labeling system for stock items.
• Fulfill additional tasks as required

Compensation is $100,000 + based on experience
Hybrid: Must be on site three days a week.

Requirements

• 5+ years of experience supporting remote users in enterprise environments
• 3+ years of experience Managing IT support teams (including offshore teams)
• Bachelor's Degree in IT or related field preferred
• Strong expertise in Microsoft 365 technologies, including Teams, SharePoint, and OneDrive
• Solid understanding of mobile device management and support (iOS, Android)
• Proven ability to manage escalations and ensure timely issue resolution
• Excellent leadership, communication, and organizational skills
• Ability to thrive in a fast-paced and geographically distributed environment
• Familiarity with ITIL service management best practices
• Experience with Agile methodologies and JIRA
• Ability to manage and report on KPIs to senior IT leadership

Benefits

• 401(k) with matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Qualification

Bachelor's Degree