• End User Support (Helpdesk) Manager

    Job Locations US-IA-Norway
    Req No.
    2018-1742
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    **When applying with Frontier Coop, it is not necessary to enter work history on application form if resume is uploaded.

     


     

    SUMMARY

     

    The End User Support (Help Desk) Manager will provide IT technical support to all Frontier location as well as remote workforce. This person will provide leadership, mentorship, and career development strategies to the End User Support team and be a key member of IT leadership.

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES

     

    • Manage the Frontiertrak ticketing system.
    • Assist the team in analysis, resolution and closure of tickets.
    • Address escalated tickets/incidents by providing hands on support.
    • Design a robust RCA process.
    • Monitor incident trends and provide accurate metrics as needed (KPIs)
    • Through KPI’s, make staffing recommendations.
    • Assist IT management with designing roll-out plans and other initiatives.
    • Provide 24x7 on-call support via phone and remote desktop, on a rotating schedule with other members of the team.
    • Intermediate network, server, and applications troubleshooting.
    • Research, recommend, and implement approved technologies to improve the speed and quality of products and services provided by the End User Support team.
    • Create standard work processes for the delivery of services.

     

    SUPERVISORY RESPONSIBILITIES

    Directly supervises the End User Support team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Takes responsibility for safety within department and actively assesses hazards in their department and finds solutions to those hazards.

    Reinforces a safety culture: leads by example, reminds employees to work safely, praises good behavior and safe practices, encourages suggestions, communicates consequences for unsafe acts, holds employees accountable, disciplines employees when warranted.

     

    QUALIFICATIONS 

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    EDUCATION and/or EXPERIENCE

     

    High school diploma or general education degree (GED); or two or more years working in Helpdesk management or related experience and/or training; or equivalent combination of education and experience. Minimum of 5 years of working experience in IT helpdesk environment with knowledge in IT ticketing systems, managing incidents and metric reporting.

     

    LANGUAGE SKILLS

    Ability to read, analyze, and interpret such items as highly detailed professional, scientific, and technical journals, and legal documents. Ability to respond effectively to the most sensitive inquiries or complaints from both inside and outside the company. Ability to write speeches, articles or memos using original or innovative techniques or style. Ability to make effective and persuasive presentations on controversial or complex topics to such groups as top management, boards of directors, or the general public.

     

    QUANTITATIVE SKILLS

    Ability to work with mathematical concepts such as probability and statistical inference. Ability to comprehend basic production, financial or scientific principles. Ability to use a computer to create spreadsheets and charts, run reports, and analyze and apply that information to make practical, day-to-day business decisions.

     

    OTHER SKILLS AND ABILITIES

     

    • Expert knowledge of Windows operating systems. Versions 7, 8, & 10 as well MS Office 2010, 2013, 2016 and Office 365 technologies.
    • Strong understanding of network principles including TCP/IP, infrastructure equipment such as servers, routers, switches and firewalls.
    • Demonstrated knowledge of mobile Operating systems for Andriod and iOS.
    • Experience with Windows Server Administration and Active Directory configuration/troubleshooting.
    • Excellent communication, interpersonal and leadership skills and ability to work within a team concept.

     

    PHYSICAL DEMANDS 

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the employee is regularly required to sit; use hands and/or fingers to type, handle, or feel; and view a computer monitor or video display. 

     

    WORK ENVIRONMENT 

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    The noise level in the work environment is usually quiet.

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed