Help Desk Manager

The Help Desk Manager role oversees a team, ensuring an efficient operation within the Help Desk platform. This position possesses control over decision-making within the function in alignment with specific goals, the accomplishment of which may significantly affect enterprise operations. This role oversees the daily operations of the Support Services Team, implements strategies to enhance the end-user experience and fosters brand loyalty. This role involves supervising the Help Desk team, recommending resource needs, assisting with hiring and training, conducting performance reviews, and ensuring compliance with ticket Service Level Agreements (SLAs) and team deliverables.

This role is expected to be hybrid and can be located in either Nashville or Denver.

Responsibilities

• Oversee service request response, classification, and prioritization processes.
• Provide leadership for technical troubleshooting efforts and manage service request escalation protocols.
• Ensure accurate and thorough documentation of activities and resolutions.
• Oversee knowledgebase maintenance and updates, adjusting protocols as needed.
• Lead incident, problem, and change management processes.
• Define goals for the function that align with enterprise objectives.
• Ensure effective communication with users, cross-functional teams, and senior management.
• Adapt and execute various additional assignments based on evolving needs.
• Develop and enforce policies and procedures for incident identification, documentation, assignment, management, and escalation.
• Create and implement end-user and Service Desk staff knowledge articles, guides, and training pro-grams to boost computer literacy and self-sufficiency.
• Track and analyze trends in Service Desk requests, generating statistical reports to identify problem areas and deliver solutions to improve service quality.
• Integrate customer experience objectives into team and individual goals, ensuring accountability.
• Serve as an escalation point and incident manager.
• Perform special projects and other duties as assigned.
• Set clear objectives, evaluate progress, and promote a high-performance culture focused on teamwork, service excellence, and ownership of customer issue resolution.
• Encourage open communication among team members, driving forward ideas for improved team effectiveness.
• Collaborate with team members to gather feedback on service structure and enhance performance and productivity.
• Review daily priorities and take appropriate action to achieve results.
• Manage and report on ticket allocation.
• Develop daily, weekly, and monthly reports on Help Desk team productivity and trends.
• Ensure high-quality, up-to-date documentation for all service arrangements.
• Build long-term relationships with internal customers, understanding their operational goals to pro-vide solutions.
• Lead, develop, and coach a high-performing team by setting clear expectations, providing feedback, and fostering a culture of engagement, growth, and accountability.
• Oversee workload planning, performance management, and team operations to align resources with business objectives while ensuring compliance with company policies and regulations.
• Flexibility to adapt and execute various additional assignments based on evolving needs.

Skills and Competencies

• Strong technical skills in hardware, software, and networking solutions.
• Proficiency in project management and communication.
• Strong leadership skills with the ability to effectively manage a team of individual contributors.
• Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices.
• Understanding of Dynamics 365.
• Ticket management and major incident management at an enterprise scale.
• Strong understanding of desktop hardware and software.
• Call center software experience (e.g., Five9).
• Proven leadership, coaching, and team empowerment skills.
• Ability to lead a Service Desk team.
• Ability to handle challenging requests and ticket volume while maintaining high customer service levels.
• Ability to work on projects, take direction, and execute.

Experience

• Typically, a minimum of 8 years related work experience in IT or related field.
• Experience in a high operational tempo call center, Help Desk, or network operations center (NOC) is required.
• Experience with data gathering, statistical analysis, and reporting of metrics (e.g., KRIs, KPIs) for Digital Services operations is required.
• Experience with desktop support, network connectivity, computer operating systems, mobile devices, desktop hardware, and software applications is required.

Salary Range: The anticipated starting pay range for this position is based on the employee’s primary work location and may be more or less depending upon skills, experience, and education.  These ranges may be modified in the future. 

Location A: $85,000 - $116,000 

Location B: $94,000 - $128,000 

You can view which BC location applies to you here. If you have any questions, please speak with your Recruiter. 

About Brown and Caldwell  

Headquartered in Walnut Creek, Calif., Brown and Caldwell is a full-service environmental engineering and construction firm with 50 offices and 2,100 professionals across North America and the Pacific. For more than 75 years, we have created leading-edge environmental solutions for municipalities, private industry, and government agencies. We strive to be the company of choice—to our clients, who benefit from our passion for delivering exceptional quality, and to our employees, present and future, who share our commitment to client service, collaboration, and innovation. Join us, and you will find a home where you can do your best work, reach new levels of expertise, and enjoy exceptional development opportunities. For more information, visit www.brownandcaldwell.com 

This position is subject to a pre-employment background check and a pre-employment drug test. 

Notice to Third Party Agencies: Brown and Caldwell does not accept unsolicited resumes from recruiters or employment agencies. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and approved engagement request with Brown and Caldwell, Brown and Caldwell reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency.   

Brown and Caldwell is proud to be an EEO/AAP Employer.  Minorities/Women/Disabled and Protected Veterans are encouraged to apply.  Brown and Caldwell ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964.