Director of Helpdesk Operations

Apply for the Director of Helpdesk Operations role at Honor Built
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Honor Built thrives on complex jobs and large-scale deployments. We intimately understand not only restaurant POS systems but also the inner workings of today’s modern restaurants. We work with some of the most technically advanced brands and are in restaurants every single day.

We are seeking a highly skilled and experienced professional to join our organization as the Director of Helpdesk Operations. As the Director, you will be responsible for overseeing and managing the efficient and effective operation of multiple help desks with different specialties within our organization. The ideal candidate will possess a strong background in support, leadership, and strategic planning to ensure the delivery of exceptional support services to our stakeholders.

• Provide strong leadership to teams of support professionals bridging communications across multiple help desks.
• Foster a positive and collaborative work environment, promoting teamwork, professional growth, and employee satisfaction.
• Conduct regular performance assessments, coaching, and mentorship for both team members and leaders to enhance team capabilities.

• Develop and implement standardized processes and responsive procedures for support to ensure consistent service delivery across all help desk entities and locations.
• Monitor and manage the performance metrics of each help desk, ensuring adherence to service level agreements (SLAs) and continuous improvement in efficiency and effectiveness.

• Collaborate with senior leadership and additional teams to align support strategies with overall organizational goals.
• Develop and implement a strategic roadmap for the evolution of our help desk services, keeping abreast of industry best practices and emerging technologies.

• Build and maintain strong relationships with internal stakeholders to understand their support needs and expectations.
• Act as a point of escalation for complex issues and work proactively to resolve challenges across teams in a timely manner.

• Identify and evaluate new technologies and tools to enhance the capabilities of help desk operations.
• Stay informed about industry trends and emerging technologies to drive continuous improvement in support services.

• Develop and manage the budget for IT help desk operations, ensuring optimal resource allocation and cost-effectiveness.

• 10+ years of experience in a leadership role overseeing multiple teams, locally and remotely.
• Bachelor’s degree in information technology, Computer Science, or directly related industry standard certifications.
• Strong knowledge of IT service management (ITSM) principles and best practices.
• Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Demonstrated experience in strategic planning, budget management, and project management.
• ITIL certification and Service Now experience are a plus.

• Director

• Full-time

• Management and Manufacturing

• IT Services and IT Consulting

Referrals increase your chances of interviewing at Honor Built by 2×.

Location:

East Point, GA

$–$, posted 4 months ago