IT Manager Helpdesk & Desktop Services

Most companies claim to have the best people. We say to them, "Keep dreaming." Our people are second to none. They set us apart with their entrepreneurial spirit, ambition and an unhealthy obsession with Halloween. (Have you seen the pictures?) They come to us from the likes of Amazon, Microsoft, Nordstrom, Starbucks and the sports world, bringing energy, bold ideas and a willingness to dive into the unfamiliar. It's our people that make BDA one of <strong>Seattle's 100 Best Companies to Work</strong> for.

Woodinville, WA


BDA is more than a workplace - it&rsquo;s a family. For more than three decades we&rsquo;ve promoted a vibrant and welcoming culture that not only accepts but demands you to be different. The quirky, the bold, the creative and the unique make up the foundation of a company that the most iconic brands in the world look to help tell their story through the power of merchandise.<br /><br />North America/Domestic careers? <a href="" target="_blank" title="BDA" rel="noopener noreferrer">Click here.</a><br />International careers?&nbsp;<a href="" target="_blank" title="BDA" rel="noopener noreferrer">Click here.</a> <br />Fulfillment careers?&nbsp;<a href="" target="_blank" title="BDA" rel="noopener noreferrer">Click here.</a><br />Seattle Kraken retail careers? <a href="" target="_blank" title="BDA" rel="noopener noreferrer">Click here.<br /></a><br /><strong>Connect With Us!</strong> Not ready to apply? <a href=";hashed=-435620418" target="_blank" title="Connect With Us" rel="noopener noreferrer">Connect with us</a> for general consideration.

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Regular Full-Time

Overview: BDA is looking for an energetic IT Manager who can lead its IT Help Desk & Desktop Support team. This role is responsible for maintaining and supporting the technology footprint of BDA users in the US, China and EU. Design and implement policies and procedures, identify problematic areas and implement strategic solutions. Manage timelines and priorities of ongoing projects, work with other departments and Managers on needs and requests. <br />
Responsibilities: <ul> <li>Assist Director of IT in creating a world-class bended Tier-1 and Tier-2 help desk team</li> <li>Oversee all daily functions of the Helpdesk team including scheduling, ticket management, knowledge base, create and manage adherance to policies, processes &amp; procedure, personnel management, audit, and escalations.</li> <li>Manage core ITIL processes including asset management, incident management &amp; major incident management as well as the Help Desk function.</li> <li>Support the budgeting and forecasting process, including capital acquisitions.</li> <li>Management of vendors and third parties.</li> <li>Act as liaison to other departments within the Company including executives.</li> <li>Create and implement policies and procedures to assure timely and efficient Service Desk support for the company.</li> <li>Maintain documentation on software licensing and subscription services, assuring compliance and monitoring financial obligations.</li> <li>Research and make recommendations on new hardware purchases as well vendor selection.</li> <li>Troubleshoot workstation and laptop issues with: Microsoft Windows 10 &amp; 11, Microsoft Office 365, Mac OS, etc.</li> <li>Staff the Help Desk phone line taking user requests for PC/Network/Phone/PDA assistance.</li> <li>Maintain user account privileges, on a timely basis, for network and application profiles.</li> <li>Provides training/knowledge transfer for basic desktop application features.</li> <li>Receive and document all user support calls in the IT help desk tracking application for problem resolution regardless of nature.&nbsp; Escalates tickets when issues are not easily identified or corrected.</li> <li>Tag and track IT-related assets.</li> <li>Provide help desk coverage, direction of problem resolution of workstation hardware, software and printers (Windows, Macintosh and many different types of peripheral hardware and software).</li> <li>Assist IT staff acting as "smart hands" when necessary to support existing or implement new technologies.</li> <li>Provides user level support for corporate information systems, telephone and voice system.</li> <li>Tracks and follows up on unresolved issues and reports same as requested.</li> <li>Other duties as assigned.</li> </ul>
Requirements: <ul> <li>3+ Years experience managing Help Desk or Desktop Support functions or equivalent</li> <li>Bachelors Degree or High school diploma/equivalient and 5+ of relevant experience</li> <li>ITIL v3 Foundations or later certification is preferred</li> <li>Other certifications are beneficial but not required</li> <li>5+ years of relevant experience in a technical help desk environment.</li> <li>Experience in operating and managing IT SM platforms (e.g. Jira, SNOW)</li> <li>Background in managing remote and virtual teams</li> <li>Must possess excellent communication &amp; problem solving skills.</li> <li>Ability to assess and prioritize requests, delegate and monitor, assuring successful and timely resolution.</li> <li>Must be able to understand and quickly diagnose problems associated with personal communications, peripheral equipment, networking, and desktop applications.</li> <li>Strong knowledge of user account management and privileges within a Microsoft Windows Domain.</li> <li>Strong knowledge and understanding of DNS, DHCP and TCP/IP.</li> <li>Excellent interpersonal skills, namely customer service, and a can-do positive attitude.</li> <li>Excellent, self-driven, detail orientation in a multi-tasking environment. Must be able to spend extended periods of time on the phone, handle multiple call and problems simultaneously, and follow-through to issue resolution.</li> <li>Technical certifications helpful, but not required.</li> </ul>