Help Desk Manager
Chicago, IL

Job Description

Heidrick & Struggles is a premier provider of executive search, leadership assessment and development, organization and team effectiveness, and culture shaping services globally. In our more than 60 year history, we have conducted some of the most high-profile C-suite and board-level searches in the world.

Today, we are working with our clients across 29 countries to help them accelerate their performance and respond with agility to new opportunities and challenges in every industry. We continue to raise the bar in serving our clients as trusted leadership advisors, and we are also providing an expanded range of data-driven, tech-enabled tools and platforms across our executive search and consulting businesses.

Managing top talent isn't just our business. It's our passion, and we are committed to investing in and developing the careers of our own people.

We look for people with experience from a variety of industries and diverse educational backgrounds who are passionate about partnering with innovative and influential organizations and share our commitment to our purpose - to help our clients change the world, one leadership team at a time.

If you're ready to start or grow your career with us, learn more about our available opportunities at our website.

Job Description:

Overview:

To manage the performance of global 24x7 Level 1 and Level 2 services & support for clients (internal and external) and ensure that service levels are achieved. To ensure that customer expectations are met or exceeded. Responsible for ensuring the Help Desk is meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes for incident, problem, and change management are followed to provide effective customer service and meet requirements.

Core Responsibilities:

* Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Work with Help Desk vendor to continually develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Ensure that root-cause analysis of issues is performed and communicate appropriately to internal and external customers.
* Manage operational and developmental relationship between Heidrick & Struggles and the external Help Desk service provider. Provide oversight and management of 24x7 global help desk processes and services including, but not limited to: SLA Management, Ticket Tracking, Escalation Management, Customer Communication & Reporting, and Account Management & Invoice Review
* Develop key working relationships with global Office Administrators (OA) community through monthly and ad hoc voice and video conferences.
* Analysis Help Desk Ticketing identifying opportunities for process improvement. Improving the user experiences and reducing cost.
* Work with the Manager of IT Service Delivery to aggregate Help Desk status and trend reporting to IT department and others in ad-hoc, weekly, monthly and as needed. Will drive Root Cause Analysis and work with peers and other IT staff to develop strategies for improvement. Work to make Help Desk the single source of truth and service delivery channel for IT.
* Develops Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.
* Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.

The Person:

* BS or BA degree, technical certification and/or related work experience


* 5+ years' experience managing highly complex global Help Desk & Support organizations in 24x7 environment


* Passion for the customer experience
* Ability to interact effectively with all levels within and outside the organization, including senior management and technical teams
* Excellent listening and consultative skills
* Ability to think, work and learn independently
* Ability to work on many tasks simultaneously in a high-pressure environment
* Advanced knowledge of all MS Office Suites and technical infrastructures
* Demonstrated strong understanding of communications (WAN/LAN/video) solutions and support
* Demonstrated experience managing globally dispersed internal and external teams in a 24x7 environment
* Demonstrated experience managing multiple support vendors in a 24x7 global environment
* Demonstrable experience of high profile issue resolution skills with an emphasis on resolution of complex technical problems
* Demonstrated ability to quickly understand complex systems
* Must be able to demonstrate an understanding of ITIL principles governing Incident, Problem and Change Management processes in a live service environment
* Strong organization skills
* Attention to detail
* Comfortable working effectively in a rapidly changing environment
* Experience creating operational metric packages
* Monitor and report on compliance

Personal/Professional Behavior:

* Discreet and able to maintain strict confidentiality at all times.
* Demonstrates strong business ethics - leads by example as outlined in the Company Code of Conduct. To include but not limited to, honesty, integrity, discretion and professional standards.
* Open to periodic international travel
* Maintains composure in a fast-paced, rapidly changing environment.
* Consistently exhibits sound professional judgment
* Ability to identify and analyze complex issues and problems and quickly recommend and implement appropriate solutions.
* Strong work ethic balanced with a sense of humor and an ability to maintain perspective.
* Strategic thinker and innovative problem solver.
* Demonstrates initiative, resourcefulness, and dependability.
* Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required
* Effective communication skills. A good listener who genuinely cares for their team and is committed to open, direct and constructive communication.
* Encourages a teaming environment.
* Encourages open communication and staff empowerment
* Demonstrates even-tempered, tactful, considerate and pleasant behavior.

Other Characteristics:

* Detail oriented
* Energetic
* Reliable
* Innovative and resourceful
* Seen as a business partner

Compensation:

Will be comprised of base salary, discretionary performance bonus plus Company benefit programs as eligible.

Heidrick & Struggles is an equal opportunity employer committed to hiring qualified protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status.