The Odom Corporation IT Manager, Help Desk & End-User Support in Bellevue, Washington

Requisition Number 18-0498 Title IT Manager, Help Desk & End-User Support Job Type Full-Time Regular City Bellevue State WA Description Job Description This position's main responsibilities include, but are not limited to, managing a team of 5+ to provide quality customer facing end-user support as well as looking at the design and structure of the support team to help with their growth and the support of this growing company. This team is responsible for providing thorough and efficient first level IT support through problem identification, issue resolution, and quality documentation. Essential Duties & Responsibilities include but are not limited to: * Supervision of a Help Desk team, including assignments and performance reviews. Management of vendors/consultants as needed by building solid relationships. * Review of the structure and set up of the department and provides recommendations/implement the necessary changes to improve or grow the department further through re-designing of processes, establishment and communication of service metrics, and consistent monitoring and analyzing of trends. * Provides end user support for corporate and remote technologies, including laptops, desktops, mobile devices, via phone, email, and/or in person contact. * Maintenance of technical documentation for Help Desk tickets, including tracking requests, incidents, issue resolution and trends. * Raises visibility of issues that impact the company and/or staff. Responsible for compiling operational metrics and performing data analysis to identify trends, chronic problems, and other issues that should be addressed as well as identify any potential proactive mitigation strategies. Leverages data to drive change in the environment. * Serves as a point of escalation for complex technical problems and works to diagnose, investigate, and resolve incidents in a timely manner. Works cross functionally with other IT departments for issues that cannot be resolved by the Help Desk. * Leads operational work efforts and project based work initiatives; ability to understand business requirements and work with the technical teams. * Responsible to create/update process and procedural documentation for both new and existing technologies in the Help Desk knowledge repository. * Develops education plans, knowledge transfer and training for Help Desk staff as well as end users. Creates and implements self-help opportunities. * Responsible for ensuring the team meets key performance indicator targets and service level agreements. * Must be able to travel when necessary. Requirements Job Requirements * Supervisory and management experience a must. Minimum of 5 years of management experience. * Technical degree in a computer related field or the equivalent in work experience required. A minimum of 5 year's experience providing support in a Service Desk or Help Desk environment. ITIL v3 certification is desirable. * Has Systems Administrator basic foundational knowledge. * Knowledge and/or exposure to bottling distribution industry. * Ability to create and manage departmental budget and code bills accordingly. * Sound communication skills, both verbal and written. * Proven analytical experience - both for problem solving and analyzing information/data to proactive mitigate trends. * Ability to handle multiple tasks simultaneously while managing a team. Must have the ability to do detailed planning to take projects to completion on schedule. * Proficient understanding of Windows Server concepts, including Active Directory, Office 365. Has basic SQL server knowledge. * Solid understanding of Windows Office products. OS imaging experience desired. Experience with desktop hardware and software installations. * Experience supporting mob