Help Desk Manager

Company: Clean Harbors
Location: Norwell
Posted on: November 1, 2024

Job Description:

The Help Desk Manager provides management support for the Clean Harbors IT Help Desk. This role is accountable for the on-time delivery of incidents and service requests for employees across North America. The Help Desk Manager builds relationships within IT and the business to facilitate a high level of support and continuous process improvements.

Why work for Clean Harbors?

• Health and Safety is our #1 priority and we live it 3-6-5!
• Competitive wages
• Comprehensive health benefits coverage after 30 days of full-time employment
• Group 401K with company matching component
• Opportunities for growth and development for all the stages of your career
• Generous paid time off, company paid training and tuition reimbursement
• Positive and safe work environments
  
  Responsibilities
  
  
  • Manage the IT Help Desk team to provide excellent customer service and resolve all technical issues
  • Develop dashboards and daily, weekly, and monthly reports using ServiceNow and Cisco Webex Contact Center
  • Ensures performance and availability of services meet SLA's and objectives.
  • Develop internal talent with End User Services through coaching, mentoring, and formal skills training
  • Collaborate effectively with business and IT teams to expedite issue resolution
  • Contribute to improving customer support by actively responding to queries and handling complaints
  • Ability to solve complex problems and make decisions based on a wide range of factors supported by data
  • Leads documentation efforts for user support activities including knowledgebase, processes, problem resolution, and ticket tracking
  • Continuously improves and makes enhancements to quality assurance policies, procedures and systems
  • Other duties and projects as assigned
    
    Qualifications
    
    
    • Bachelor's Degree in IT, Computer Science, or related field or other related experience
    • 5 to 7 years of progressive experience in End User Services, with at least two years in a leadership capacity
    • Experience with high-volume and high-speed IT organizations
    • Excellent leadership and mentoring skills
    • Excellent written and verbal communication
    • Strong attention to detail, goal-oriented
    • Versatility, flexibility, and a willingness to work within changing priorities
    • Demonstrated commitment to excellent customer service
    • Ability to work independently
      
      Wondering what to expect in starting your career with Clean Harbors? Click Here to view a Day in the Life Video!
      
      40-years of sustainability in action. At Clean Harbors, our mission is to create a safer, cleaner environment through the treatment, recycling, and disposal of hazardous materials. Clean Harbors is the leading provider of environmental, energy and industrial services throughout the United States, Canada, Mexico and Puerto Rico. Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. We are solving tough problems through innovation and proven methodology - come be part of the solution with us.
      
      Join our safety focused team today! To learn more about our company, and to apply online for this exciting opportunity, visit us at https://careers.cleanharbors.com/ .

Keywords: Clean Harbors, Pawtucket , Help Desk Manager, Executive , Norwell, Rhode Island