Helpdesk Manager

James Hardie Building Products Inc. is the North American leader in fiber cement home siding and exterior design solutions. Hardie® products offer long lasting beauty and endless design possibilities with trusted protection and low maintenance. The company pioneered modern fiber cement building products and continues to invest in innovation to transform the industry. James Hardie is a high-performance organization, with an unwavering commitment to Zero Harm. The company proudly employs a diverse workforce of over 3,000 employees across operations in North America.

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Hybrid from the Chicago corporate office/your home office

As a member of the IT department, the Helpdesk Manager is responsible for ensuring outstanding customer service to our employees at 13 sites and approximately 400 remote salespeople in the US for a total of approximately 2200 users. He or she will also be responsible for secondary support to multiple international locations with about 1000 additional users. This position will lead a team of helpdesk technicians located in Mission Viejo, CA and Chicago, IL. 

What You'll Do:

• Manage a team of helpdesk technicians in providing exemplary customer service and technical solutions including establishing schedules, setting priorities, establishing goals, coaching team members and managing their performance 

• Provide assistance and training to helpdesk technicians in solving more advanced problems and inquiries. Escalates problems and inquiries to more experienced technical staff or senior IT management if necessary 

• Develop departmental and helpdesk guidelines and operating procedures 

• Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues 

• Train helpdesk staff on operational procedures and troubleshooting techniques.  Provide training on new hardware and/or software applications as needed 

• Helpdesk support for approximately 2200 users.  Ensure staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues 

• Collaborate with global IT management to provide solutions to complex problems 

The position responsibilities outlined above are in no way to be construed as all encompassing.  Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

What You'll Bring:

• Willingness to work as part of a team and contribute to the success of the group.  

• Demonstrated ability to identify and understand complex issues and resolve customer inquiries and develop appropriate solutions quickly and effectively. 

• Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals. 

• Ability to manage calls (within ACD phone system preferred).  

• Demonstrated ability to effectively take action to solve advanced problems while exhibiting sound judgment and successful stress tolerance.  

• Excellent organizational skills, including the ability to work effectively under pressure and deal with multiple priorities. 

• Demonstrated ability to act independently upon information and make decisions that achieve optimal results. 

• Results-oriented to ensure delivery of appropriate products and services in an accurate, complete, and timely fashion. 

• Ability to travel up to 10% of time. 

• Required:  

  • 7 years of experience showing increasing responsibility performing helpdesk/service desk and other IT functions. 

  • Previous supervisorial/team lead experience 

  • Strong foundation of IT knowledge including networking, Windows operating systems, iPhone, Active Directory, WebEx or other video conferencing platforms, DNS, DHCP, Group Policy, Microsoft Office, Helpdesk Ticketing, SCCM and backup utilities. 

  • Bachelor’s degree from an accredited college in Business Administration – Information systems or related field or equivalent experience.

• Preferred: 

  • A++, MS, Cisco, ITIL, VMware certifications 

  • Advanced knowledge and troubleshooting skills in the following: Windows 7/10, Windows Server, VMware vSphere, VMware Horizon, Citrix XenApp/Receiver/Delivery Services Console

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James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.