Manager, Help Desk

Information Technology / Infrastructure

OVERVIEW

As Manager, Help Desk you will lead a team of support engineers in the US and India, leveraging technical expertise and a dedication to customer service to provide an exceptional technology experience to employees of FTD. You will attract and retain top talent and leverage your leadership capabilities to mentor and motivate your team. You will provide best-in-class technical support to cross-functional resources at all levels of the organization and will focus on continuously improving customer satisfaction.

KEY RESPONSIBILITIES

• Manage a high-performance team of engineers provisioning and supporting desktop systems and peripherals, operating systems including Windows and MacOS, mobile devices, identity and access management technologies, and various endpoint software.
• Rapidly detect, troubleshoot, mitigate, and resolve various technical issues, and focus on continuous improvements to enhance response and prevent recurrence.
• Manage projects of varying degrees of complexity and duration while simultaneously meeting daily support requirements.
• Deliver an exceptional experience with every support contact, using each interaction as an educational opportunity, and leaving the customer with a smile.
• Champion self-service capabilities to allow users to effectively understand and address issues without direct Help Desk interaction.
• Analyze support metrics and request trends to identify and implement ways to continuously improve efficiency and service quality.
• Create and maintain a knowledge base of technical, procedural and educational documentation for support engineers and end users.
• Implement and maintain best-practice Information Security measures for endpoints and users.
• Manage end user hardware and software procurement, licensing, and inventory.
• Transition from an email-centric workflow to an omni-channel capability including email, phone and chat, with a focus on customer self-service and automation.
• Lead capacity planning and budgeting efforts, and manage end user hardware and software procurement, licensing, and inventory.
• Automate repetitive support tasks.
• Maintain an effective 24x7 on-call support rotation and escalation process.
• Establish and maintain mutually beneficial relationships with FTD resources and outside vendors.
• Embrace and promote a culture of enablement, customer service, continuous improvement, transparency, and fiscal responsibility.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Bachelor's or advanced degree in Computer Science, Information Systems, or a related field.
• Minimum of 3-5 years’ experience in a technical support management role, as well as 3-5 years of hands-on hardware and software provisioning, management of Active Directory users and computers, on-prem and remote user support, endpoint security, and identity & access management (IAM) across a variety of applications.
• Experience supporting productivity applications including Office 365, Atlassian products, Adobe Creative Cloud, web browsers, and similar systems.
• Passion for delivering effective technology solutions and providing best-in-class support to enhance customer success, with a demonstrated ability to convert frustrated customers into satisfied/happy ones.
• Experience with endpoint configuration and management solutions (MECM, JAMF, SCCM, WSUS, etc.) supporting a fleet of remote endpoints and users.
• Detailed project management experience.
• Practical expertise with modern tools and processes used to provide efficient and effective technical support.
• Demonstrated history of maintaining an optimized hardware and software environment.
• Mobile Device Management (MDM) experience.
• Positive, “can do” attitude and an ability to operate effectively under pressure.
• Strong organizational skills, with the ability to multitask in a fast paced and dynamic environment.
• Experience with IAM automation (e.g. Sailpoint) and SSO solutions (e.g. OneLogin) is preferable.
• Experience with Virtual Desktop Infrastructure (VDI) / Desktop as a Service (DaaS) solutions is a plus.
• Experience with Jira Service Management is a plus.
• Effective verbal and written communication skills.
• Capable in MS Office Suite (Including MS Teams).
• Ability to work in a dynamic, virtual environment requiring self-motivation and adaptability.

DIRECT REPORTS

• Lead Support Engineer (US)
• Support Engineer (US)
• Support Engineer (US)
• Support Engineers (Hyderabad, India)

For over 110 years, FTD has helped people give with meaning for life's most important occasions through fresh florals, plants and gifts. With cutting-edge software, our mission is to deliver the best gifting experience online by processing millions of orders a year, enabling small businesses to win big in the ecommerce space. We focus on solving tomorrow's challenges in partnership with our nationwide network of trusted, expert florists. We're made up of a diverse group of big thinkers and decision makers who influence how we operate and the results we deliver. By consistently testing, implementing and celebrating new ideas, we're committed to growing your career from within. Together, we can continue to provide a meaningful experience for our customers, partners and our most valuable asset: our employees.

For all of life's occasions and everyday moments, visit FTD.com and follow us on Facebook and Instagram at @ftdflowers.