Help Desk and Telecom Manager

Robert Half is looking for an IT and Telecom Helpdesk Manager responsible for establishing the strategic direction of the Service Delivery and Support teams. They will utilize key metrics which they will identify and implement to support their recommendations. Additionally, they will support the growth of their team both technically and career wise professionally.

The IT and Telecommunications Helpdesk Manager reports to the Managing Partner and is responsible for the overall success and documentation of this department. They will be the approver of time sheets, time off requests and on-call schedules.

Responsibilities

• Manage and organize the team of high-performing internal engineers and contract developers to execute various projects, as well as support technicians to ensure service tickets meet Service Level Agreement expectations.
• Coordinate with Project Manager(s) to allocate team members to projects
• Leads coordination of resources across projects and partners with customers, vendors, and other areas
• Assist with hiring and onboarding engineers and support technicians to support Product / Capability portfolio available to clients; Provide metrics to support team staffing needs
• Mentor and lead team of application engineers and support technicians to grow technical and people management skills
• Identify root cause of problems and deliver solutions to resolve or Lead root cause analysis and solution development and execution
• Build consensus among internal and external stakeholders combined with ability to influence outcomes
• Promote collaborative communication across the organization including senior leadership on a consistent basis
• Provide strategic guidance to senior leadership that aligns to the goals of the organization and clients
• Possess a deep understanding of capabilities available to clients and how those capabilities enable client solutions
• Define and implement engineering and support best practices within the organization
• Assist with any reporting, projects or requests from Team Leads/Executive Team as needed

Qualifications and Skills

• Bachelor’s degree in Computer Science, Computer Engineering, or related technical discipline
• Experience in both Telecom and IT environments, including service management tools/platforms
• Leadership: 3+ years of experience leading engineering teams in MSP environment.
• A deep understanding of the software development life cycle, hands-on technical experience, and proven experience in on-time delivery of software.
• Demonstrated experience in partnering with product and program management teams.
• Ability to effectively communicate (verbally and in writing) with stakeholders, senior business leadership and customers along with a strong business acumen and technical vision
• Ability to handle multiple competing priorities in a fast-paced environment
• Exceptional customer relationship skills including the ability to assess and provide solutions for customer discover the true requirements underlying feature requests, recommend alternative technical and business approaches, and lead engineering efforts to meet aggressive timelines with optimal solutions

Requirements:
Knowledge of Agile SDLC

Managing Deskside Support team

Managing Developer team

Manage and monitor End-User Support

Technology Doesn’t Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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Questions? Call your local office at 1.888.490.4429. Robert Half will consider qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit https://roberthalf.gobenefits.net/ for more information.

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