Helpdesk Manager - IT Services (Zendesk)
Location:
Plano, TX
Schedule:
4 days onsite / 1 remote
Duration:
12 months
Summary:
Looking for a IT & Tier 1 Service Manager to join General Affairs at Company. This position will lead workplace Business Mobile service, and Tier 1 IT help service teams focused on employee mobility services, Collaboration Services, and workplace IT Technologies support.
The Manager will be responsible for the oversight in planning, design, and implementation of Material IT Service functions including Tier 1 IT Service, Knox Manager, Workplace business mobile phone device and service, workplace asset management, Telephony Infrastructure, and all associated labor under those functions.
This position will manage IT service vendors, mobile carriers' services, expanses, and the operation of mobile business services, and IT help desk service. This position will also work in conjunction with Infrastructure, and other IT service vendors as well as Business Services teams on the transition of new services, functionality, capabilities and drive new services and improve existing offerings.
This role requires strong technical leadership ability.
Responsibilities:
* Lead PC & Mobile Support in workplace
* Managing 20+ technicians and IT Service vendors for different Company workplace in USA
* Conducting for the Supporting 7,000+ users with IT Help desk, AD, Exchange, u-Ready, SVPN, BMA, etc in the workplace
* Escalation point of Support, Security admin, Application Operation, Project Lead / Support, VIP Support
* Manage the vendor which supports such as workplace PC, Mac, mobile, share drive, Email, Password reset, and other systems.
* Conduct special systems migration projects, corporate active directory migration, and project base upgrade services such as windows OS upgrade
* Manage Printer service operation (MPS), deployment, and related service in workplace
* Direct vendor partners to ensure that standards used as part of their recommendation align with Company's technology standards.
* Manage overall operations and provide directional guidelines for all support locations.
Manage Workplace IPT Solutions vendor:
* Daily oversight and management of all telecommunication technology vendor partners providing service in the workplace.
* Leading work with Company's preferred Mobile technology provider and facilities partner to manage all Mobile service projects and day-to-day service in the workplace.
* Directing mobile vendor partners to ensure that standards used as part of their recommendation align with Company's Mobile technology standards.
* Daily interaction with multiple vendor partners to ensure that technology solutions do not go offline and cause a disruption to the Company business (e.g. company issue cell, desk phones, FMC, Polycom, non- restricted corporate line, etc.).
* Analyzes weekly and monthly volume reports on usage to make recommendations for changes in plans, employee offerings or price structures.
* Manages process for mobility kit and mobile device upgrade; partners with SDSA to manage all request for new, loaner or repair devices or carrier changes
* Oversees request for mobile phone carrier changes across the portfolio
Skills:
* Ability to manage multiple projects simultaneously.
* Strong problem solving and analytical skills, communication skills, organizational and documentation skills.
* Effectively deliver presentations across a diverse audience which will include non-technical people.
* Have the ability to interact professionally with a diverse group of engineers, managers, vendors and subject matter experts both internally and externally.
* Possess and develop servant leadership skills including proactive employee, co-worker and customer working relationships with all appropriate levels within the company. The ability to provide clarification and understanding to influence others in acceptance and approval of ideas and plans.
* Effectively deliver presentations across a diverse audience which will include non-technical people.
Education/Experience:
* Bachelor's Degree in computer science, information systems, Business Administration, Project management and more than 5 years of related field experiences.
* Strong product knowledge with working with IT-Help Desk service, Mobile Carriers business lines and IPT solutions.
Estimated Min Rate: $40.00
Estimated Max Rate: $47.00
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Visit https://www.yoh.com/applicants-with-disabilities
to contact us if you are an individual with a disability and require accommodation in the application process.
For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
YOH Services LLC
Apr 23, 2025