Job Description

Join Road Runner Sports as our next Help Desk Manager and use your talents to support our team and their IT needs!In this role you lead the Service Desk team, providing first-level hardware, software, networking, and telecom support to internal customers. You will advise on critical department projects and expand the overall service desk capabilities. You’ll manage the processes around receiving incoming calls and trouble ticket requests, diagnose problems, and provide solutions.

As part of Road Runner Sports team, you will help foster a culture that inspires everyone to get moving, stay active and live healthy.

Duties and Responsibilities:

Strategy & Planning:

• Establish and enforce service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
  
• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Plan and conduct performance appraisals of Service Desk staff and coach the team to maximize their abilities.
• Analyze system or application usage and plan for growth or increases in network capacity.
• Plan and coordinate hardware and software refreshes based on approved timeline by Sr. Management

Acquisition & Deployment:

• Collaborate to identify and/or procure Service Desk software for internal Team Members and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of Service desk technology procurement and development efforts.
• Serve as Subject Matter Expert on leading systems related technologies, performance management principles, TCP/IP protocols, LAN/WAN, switches, routers and firewalls, and information security as applied to systems.
• Partner with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Operational Management:

• Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Service Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
• Oversee the development, implementation, and administration of Service desk staff training procedures and policies.
• Train, coach, and mentor Service Desk Technicians and other junior staff.
• Ability to travel for special project assignments.

Organizational Support:

• Oversee the entire Service Desk team with responsibility for regular management duties (ie. Time-off requests, discipline, raises, hiring/firing with approval from Sr. Management)
• Ensure end users receive the appropriate assistance and communication for all requests handled by IT Department via the Service desk request system.
• Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions.
• Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
• Reduce support costs by efficient use of resources and technologies.
• Benchmark, analyze, report on, and make recommendations for the improvement and growth of the IT systems.
• Develop and implement all IT policies and procedures related to IT support of the systems at FHI.
• Responsible for the practice of asset management for IT hardware, software, and equipment including reporting and planning of hardware and software refresh cycles.
• Responsible for updating internal and external knowledge base articles for reference by Service desk associates and end-users as needed.
• Responsible for the setup and maintenance of the Service desk system
• Responsible for regular communications with the end users about upcoming updates and helpful articles.

Qualifications:

• Bachelor’s degree in related field combined with 3 years work experience with a focus on leading technology and practices for systems solutions.
• Microsoft Windows systems.
• Mac OS
• Microsoft Office 365 administration.
• Telecom experience a plus.

We’re committed to protecting your privacy rights.  We collect personal information from you, including personally identifying information, professional or employment-related information, and educational information. The purpose of this collection is to assist in evaluating your application for employment.

To ensure your application is received as timely as possible, we encourage you to apply directly onto our Road Runner Sports Career page.

As you apply directly on our site, we will be reaching out to you within the next 10 days should your experience and qualifications meet our requirements for this position.

Road Runner Sports is committed to a diverse and inclusive workplace. Road Runner Sports is an e-verify organization and an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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