Manager – Help Desk

Job Summary:

Who are you?

Passionate and motivated. Driven, with an entrepreneurial spirit. Resourceful, innovative, forward thinking and committed. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you then please read on!

The role:
To manage a helpdesk with 10 IT helpdesk coordinator’s and 1 team lead that directly report to you as part of Live Nation Entertainment front line IT Helpdesk team for internal employees. This position will report directly to the SVP of IT. You will be the head of this centralized IT Helpdesk team which primarily does scripted support over the phone. This Helpdesk is a Tier 1 and escalates issues beyond its scope. This service desk operates 24/7 365 days a year.

Job Duties

• Manage and lead a team of IT helpdesk coordinators & Supervisor lead
• Deliver regular performance reviews, which include regular communication with Supervisor
• Resolve escalated customer issues or liaise with those outside of service desk to do so
• Work closely with the IT organization to develop best practices and processes.
• Maintain a high level of employee morale within the team
• Resolve customer feedback issues with the highest of care
• Intake of project requests for helpdesk and customize support
• Analyze issues that impact the team and overall business objectives.
• Develop and demonstrate an understanding of customer and business needs
• Maintain budget for department
• Assist in the professional and technical development of IT Support Coordinators & Team Supervisor
• Participate and assist in driving the knowledge management process
• Participate in the hiring process including interviews, setup, and training.
• Ensure department policy adherence.
• Insuring that the helpdesk has adequate resources to be successful.
• Other tasks that get assigned.

Experience/Skills

• Strong customer service orientation
• Possess a positive and proactive attitude towards customer support and desire to help people
• Working knowledge of MS Office 365, Windows, Mac OS X, Box
• Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service
• Good team leader, experience of training staff and leading by example
• Ability to communicate effectively at all levels of the organization over the telephone and face to face
• Working knowledge of MAC, PC, Office 365, Exchange, ADUC and cloud based technology
• Excellent written and verbal communication skills (English)
• Ability to work under pressure to meet targets and deadlines
• Excellent time management and organizational skills and the ability to react to changes requiring re-prioritization of workload
• Experience in working within a distributed matrix organization of a global enterprise
• Sharp mind-set and capability for analysis and judgment

• Should possess an interest in technology, computers and mobile devices
• Prior experience with hardware/software installation & configuration preferred

Education / Training

• 10 years of IT support experience (3 years of which must be IT helpdesk management)

• Bachelor’s degree in Information Technology or related field preferred or a combination of education and other equivalent experience in a field service/technological industry position; a background in data communications, computers, and networking, as well an electro-mechanical aptitude

• ITIL certification would be desirable