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HonorBuilt · 9 hours ago

Director of Helpdesk Operations

McDonough, GA

Full-time

Onsite

Director/Executive

10+ years exp

HonorBuilt thrives on complex jobs and large-scale deployments, focusing on restaurant POS systems and modern restaurant operations. The Director of Helpdesk Operations will oversee multiple Helpdesks, ensuring exceptional support services through strong leadership, operational oversight, and strategic planning.

Information TechnologyIT ManagementSoftwareTechnical Support

Growth Opportunities

Responsibilities

Provide strong leadership to teams of support professionals bridging communications across multiple Helpdesks

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 Helpdesk entities and locations

Monitor and manage the performance metrics of each Helpdesk, 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 Helpdesk 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 Helpdesk operations

Stay informed about industry trends and emerging technologies to drive continuous improvement in support services

Develop and manage the budget for IT Helpdesk operations, ensuring optimal resource allocation and cost-effectiveness

Qualification

IT service managementStrategic planningLeadership experienceBudget managementITIL certificationServiceNow experienceProject managementCommunication skillsInterpersonal skills