Human Resources Support Desk Manager in St. Louis, Missouri

ARCO has an exciting, long-term career opportunity for a highly motivated Support Desk Manager.

ARCO Construction is a Premier, Full-Service Design/Build General Contractor with our Corporate Headquarters in St. Louis, Missouri. ARCO has more than 25 years of experience providing clients with complete project delivery throughout the United States. The ARCO enterprise reached nearly $1.5B in revenue in 2017 and is on pace to continue exceptional growth in 2018.

ARCO is proud to be #15 on the ENR Top 100 Design/Build General Contractor list 2018. If you are interested in our award-winning corporate culture, best-in-class total rewards package, and are ready to take your career to the next level with a growing organization consistently recognized as a Best Place to Work, consider joining our team. Click here to learn more about our amazing benefits!

The Support Desk Manager role leads a team to provide high-quality computer and phone support while maintaining the highest degree of customer service. As a part of this role, evaluate and prioritize all incoming requests. To excel in this role, you will need to apply experience and judgment to resolve issues creatively and to ensure a positive experience for end-users.

  • Assists the Director of Infrastructure in developing and measuring metrics to define the success of the unit. Plans, implements, and manages the technology support services, including the computer network to ensure the timely and efficient delivery of technology-related services that meet the needs of the users.

  • Oversees day-to-day operations of the helpdesk, ensuring quality standards are met, and the organization is provided with flexible service able to meet the needs of users at all locations.

  • Coordinates with other departments that offer and support technology to ensure that support needs are being addressed and the knowledgebase remains current.

  • Develops and maintains necessary documentation, knowledge base and scripts for providing support on systems.

  • Act as escalation point for all requests and incidents. Develop a mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

  • Lead the team to ensure the effective resolution of customer service requests, incidents, calls and interactions while always maintaining a high level of customer satisfaction.

  • Assess needs for outsource support and coordinate vendor relationships

  • Develop and maintain effective documentation of all support processes, procedures and work instructions. Oversee Service Desk Knowledge Base and ensure top quality Knowledge Base articles are available to the staff

  • Contribute to and deliver improvements of processes and controls within the team, adopting ITIL best practices where possible.

  • Train, coach and mentor Support Desk Staff. Builds/obtains training material for support staff.

  • Research, evaluate and recommend software and hardware solutions.

  • Associate degree in a related area and 5+ years of Desktop Support experience 3-5 years of relevant software implementation and support experience

  • ITIL certified preferred

  • Be truly customer service and people focused

  • Experience in process improvement, facilitating change and creating new ideas to improve the service desks

  • Knowledge of PC hardware, software and operating systems like Windows 8, Windows 10, O365

  • Excellent verbal and written communication skills

  • Excellent organization skills and attention to detail

  • Ability to develop creative solutions and work independently

  • Ability to achieve successful outcomes through the handling of difficult situations and customers

  • Demonstrated ability to manage multiple, conflicting priorities and see projects through to completion

    We Offer a Competitive Benefit Package that Includes:

  • Generous bonus program based on performance

  • ARCO Funded Profit Sharing Program

  • Tuition Reimbursement for Associates

  • 401k

  • 1 Month Paid Sabbatical after every 5 years of employment

  • Scholarship reimbursement for associates’ children

  • Medical, Dental, and Vision insurance coverage

    ARCO is proud to be an equal opportunity employer

ID: 2018-2624

Company: ARCO/Murray Corporate Services, Inc.

External Company URL: www.arco1.com

Street: 900 N Rock Hill Rd.