Help Desk Manager
CurrentManages a teams of 5+ individual contributors using best practices, and customized SOPs.Assisted with the implementation of an AI chatbot to give end users on-demand support for their most frequent requests, provide detailed metrics on issue types coming in from Slack, and funnel more complex issues into our ticketing software (Zendesk).Oversees endpoint, inventory, and vendor management for a mixed environment (macOS and Windows) using Jamf, Microsoft Intune, and Oomnitza. Also oversees A/V equipment and maintenance of Zoom Rooms and conference room build-outs.Collaborates with the IT Project Management team for all IT initiatives, such as new application deployments.Partners with IT Operations Engineers to manage administration of 175+ SaaS applications in a 100% cloud based environmentActs as an escalation point and technical lead for the Help Desk team. Leans in when appropriate for delicate user interactions to ensure best-in-class support.Works cross-functionally with InfoSec teams on security initiatives such as SOC I & II, Deployment Assessments, ITGC, and other audits as needed.Maintains a >95% user satisfaction rating for Help Desk staff as well as an average of 24-minute initial response times and 2.7-hour full resolution time. Wrote and implemented SOPs for Lost/Stolen computers, IT On-Call schedules, "Execucare'' support for senior leadership, and application access and permission change requests. Wrote and executed policies for employee onboarding and equipment retrieval.
