Help Desk & Operations Manager

US-GA-Atlanta

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Job Description

ABOUT US

Safe-Guard Products International, LLC is a premier provider and administrator of automotive related insurance products including Vehicle Service Contracts, Tire & Wheel Protection and Total Loss GAP Protection across more than 7,000 outlets in North America.  We are experiencing dynamic growth and have earned a stellar reputation from our customers, peers and partners by providing:  1) the highest quality products in the industry, 2) exceptional product development capabilities, and 3) unparalleled customer service. 

Safe-Guard has become a leading provider of specialized insurance products in the automotive aftermarket industry by incorporating extensive industry knowledge and a client-first approach, while also offering a wide array of products for the Automotive, RV, Marine and Motorcycle/Power Sport segments.  With a complete product portfolio and sensible technology solutions, top OEMs, dealers and agencies choose Safe-Guard more than any other provider in the industry.  Our mission is to provide products and solutions to the motor vehicle industry that drive customer retention and protect end consumers from the perils of ownership.

 

POSITION DESCRIPTION: Help Desk & Operations Manager

Acts as the primary face of IT to the organization for resolution of issues. Plans and administers the goals and objectives for the Help Desk Service Delivery function by managing both internal employees and external service providers.  Based on the strategic and tactical business goals analyzes and implements strategies and plans that ensure service levels are delivered in the most cost effective way. 

 

RESPONSIBILITIES:

  • Establishes, plans and implements the policies and procedures to support the IT’s Help Desk, PC and mobile device deployments, and desktop management services
  • Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected
  • Implements standards regarding PC applications, equipment, and policies.
  • Manages the purchasing and inventory of equipment
  • Recommends, implements, and maintains change management system to ensure version control.
  • Supports IT Department in organizational planning for continuity of operations in the event of a disaster
  • Manages the deployment, maintenance, support and upgrade of desktop and mobile hardware and software, operating systems, and distributed printers
  • Manages the monitoring and maintenance of IT systems
  • Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user and meet organizational objectives
  • Ensures the resolution of a maximum number of IT related incidents based on priority.
  • Provides professional leadership to the service delivery staff including; influencing, directing, managing, hiring, supervising, mentoring, training, evaluating and disciplining employees
  • Acts as the face of IT to most of the organization and consistently demonstrates and encourages in others a high level of customer service and commitment to excellence in service delivery
  • Demonstrates efforts for continuous improvements in departmental operations including decrease turnaround times, streamline work processes, and working cooperatively and jointly to provide quality seamless customer service
  • Demonstrates ability to lead business process reengineering and change management initiatives

Skills & Requirements

  • 5+ years of management experience in IT industry in a maintenance and troubleshooting capacity.
  • Experience working in a help desk capacity     
  • Technical experience with the following technology architectures is necessary: Desktops/Laptops, LAN, Client/Server, mobile technology, network-VPN, Microsoft Operating System, Net framework, Cloud based services, etc.
  • Technical and management experience in computer operations, network and security support.
  • Team building and management
  • Principles and best practices of employee supervision
  • Budgeting and cost tracking
  • Excellent communication skills through oral and written instruction
  • Outgoing & friendly personality with the ability to consistently display a customer friendly attitude
  • Multi-task and prioritize organizational and staff needs on a daily basis
  • Ability to develop and maintain respectful and effective working relationships with internal and external clients.

EOE Statement:

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.