IT Help Desk Manager

Job Title: IT - Service Desk Manager

Location: FLB Corporate Center - Archbishop Reyes Ave, Cebu Business Park, Cebu City, Cebu 6000

Gross Monthly Salary: PHP 60,000 - PHP 75,000 (depending on experience)

Work Arrangement: Office Based

Work Schedule: Monday to Friday, 10:00pm to 7:00am (Philippine Time)

About Woodgrain:

Woodgrain is one of the top millwork operations in the world, with locations throughout the United States and Chile. With 70 years of quality manufacturing craftsmanship and service, Woodgrain is a top producer of mouldings, doors, and windows, as well as a premier distributor of specialty building products. Woodgrain Inc. is headquartered in Fruitland, Idaho with six divisions and over 45 manufacturing and warehouse facilities in the United States and South America. Since 1954, Woodgrain is proud to be family owned and operated.

Job Summary:

The IT Service Desk Manager oversees the IT Service Desk with day to day operations to include troubleshooting, diagnostics, resolution of problems, and functionality of equipment and systems. This positions helps to develop and implement standards and proceses for the department. This team serves as the first level support to the business for answering questions and escalating items as needed throughout all of the IT departments, including infrastructure, site administrators, unified communications, security, and applications. This position reports to the IT Director of Operations and Security.

Duties & Responsibilities:

• Develop and maintain standardized Service Desk department processes, policies, and procedures
• Distribute workload responsibilities (i.e., tickets, calls, tasks, etc.) amongst the Service Desk Specialists to support timely completion of assignments
• Monitors the Service Desk queues and reports out on activities via Service desk software
• Responsible for setting up and maintainining network user accounts, file system security, user data backups, troubleshooting network connectivity through upper level coordination amongst departments
• Help develop, implement, and enforce improvement efforts or change to operations within the Service Desk
• Provide oversight on Service Desk projects and updates on activities for awareness to other departments and employees
• Maintain consistent inventory of desktop computer and software licenses
• Coordinate outside vendor repairs, including preventative maintenance checks and monitoring vendor performance
• Ensure the Service Desk employees are tracking and reporting their calls and work times for tracking purposes
• Drive the IT culture and be a valued partner for both IT and the Woodgrain business
• Lead and mentor the Service Desk Specialists. Provide leadership and guidance through resource development, performance management, goal setting, recruiting, cohesion, and resiliency
• Define and measure success through setting of metrics and monitoring of change in processes
• Participate in annual budget planning and commit to deliverables identified
• Perform accountability analysis and monthly reconciliation for department budget.

Requirements:

• Must be able to effectively communicate in English, both verbally and in writing.
• Bachelor's degree in a technical areas such as Computer Science, Information Technology, or Business. Equivalent training and experience can be considered in lieu of a degree.
• At least 3 years of previous supervisory/management experience in a related field (Service Desk Supervisor, Specialist, or Analyst)
• Previous experience working in a fast-paced environment with ability to handle multiple priorities is essential.

Additional Skills:

• Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person
• Strong customer service abilities and abilities to interact with professionalism, composure, and empathy
• Ability to review projects, problems, and manage time effectively to meet deadlines
• Proficient with Windows based software programs to include PowerPoint, Visio, and Project
• Strong analyitical, troubleshooting, problem-solving, and root cause analysis skills
• Ability to lead groups of people and facilitates constructive discussion, brainstorming, and decision-making
• Commitment to quality and achieving results that are oriented to detail and task completion

Physical Demands:

The physical demands and work environment are representative of a typical office environment. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear. The employee must occasionally lift or move up to 25 pounds.

Travel:

This position does not require travel to other Woodgrain locations.