pingwind - Help Desk Manager

• Direct and manage the daily operations of the enterprise Help Desk and End User Support organization. • Lead a team of Help Desk Supervisors, Team Leads, and Service Desk Analysts providing Tier I and Tier II • Serve as the senior escalation point for complex customer service issues. • Establish operational goals, performance objectives, and customer service standards. • Ensure consistent delivery of high-quality technical support services across the organization. • Develop staffing plans, work schedules, and resource allocation strategies to meet operational demands. • Oversee Incident Management, Request Fulfillment, Problem Management, Knowledge Management, and • Service Request processes. • Ensure compliance with established Service Level Agreements (SLAs) and Operational Level Agreements • Monitor ticket queues and workload distribution to optimize service delivery. • Analyze service trends and implement improvements to increase first-call resolution and customer • Lead Major Incident response activities and coordinate communications during service disruptions. • Collaborate with Change Management teams to minimize user impact during system changes. • Veterans are encouraged to apply • PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law.