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Help Desk Manager

The Memphis Grizzlies is seeking a Help Desk Manager to manage the activities and responsibilities of our service desk team. As part of IT’s leadership team, the manager is responsible for ensuring services and support are provided using excellent customer service levels, resolving all technical issues with the appropriate sense of urgency.

The Help Desk Manager will make a large impact on the organization by introducing, or improving upon existing, technology solutions. A problem-solving attitude with an ability to motivate your team to achieve specific goals is essential to perform well in this position. Ultimately, the Help Desk Manager will help develop and refine our company’s best practices and processes and increase client satisfaction.

In This Role You Will

  • Lead, manage, and hold the service desk team accountable for all daily activities.

  • Contribute to the resolution of service requests by providing the necessary technical leadership.

  • Provide accurate reports and metrics to company management.

  • Drive problem investigations, resolution, and improvements, escalating issues as required.

  • Maintain process adherence for the service desk team.

  • Responsible for service delivery, escalation, and client satisfaction.

  • Active role in the daily management of all service requests.

  • Identify trends and develop strategies to support these trends.

  • Assist in the career development and mentorship of service desk technicians.

  • Identify, measure, and report on key performance indicators that produce desired results.

  • Identify areas of opportunities, propose, and implement solutions.

  • Improve the effectiveness of the team members by promoting an environment of knowledge sharing.

  • Other duties as assigned.

The Experience You Will Bring

  • Bachelor’s degree in Computer Science or equivalent relevant work experiences.

  • 3-5 years’ managing a help desk team, evaluating performance, and leading using a service/help desk queue.

  • 3-5 years’ managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.).

  • 5+ years supporting end-user operating system and applications deployments (Windows, Office, etc.).

  • 5+ years of troubleshooting end-user networking issues (wired, wireless, VPN, etc.).

  • Ability to multi-task and adapt to changes quickly.

  • Service awareness of key IT services for which support is being provided.

  • Understanding of support tools, techniques, and how technology is used to provide services.

  • Strong communication, team collaboration, and relational skills with the ability to work with a wide range of audiences.

  • Strong leadership with the ability to motivate the team.

  • Experience with developing and managing metrics.

  • Strong analytical and problem-solving skills, with an ability to handle multiple priorities.

  • Proven ability to prioritize, multi-task, and adapt to a fast-paced team environment.

  • Attention to detail is critical, as is being observant and following directions.

  • Problem-solving and providing solutions to drive to a course of action.

  • Able to work evenings, weekends, and holidays as needed.

Nice to Have:

  • Experience with ServiceDesk Plus is a plus.

  • Familiarity with ITIL and other IT service management frameworks is a plus.

  • Knowledge of hospitality, venue management, sports and entertainment, specifically NBA basketball.

What We Offer

At the Memphis Grizzlies, we strive to support our team members through all stages of life with robust and attractive benefits, financial and wellness options and great perks. In addition to offering a competitive salary, we have other great benefits and perks.

Keeping You Healthy

  • Industry leading health coverage

  • Short and Long-term disability

  • Team Member and Dependent Life Insurance

  • Group Voluntary Benefits

  • Wellness programs through EAP and Headspace

Discounts and Perks

  • Matching 401(k)

  • Employee Assistance Program

  • Tuition Reimbursement

  • Team Store Discounts

  • Happy Hours and other fun activities

  • Qualified parking and game night meals

  • NBA Sponsored Discount Programs

  • Employee Referral Bonuses

  • Employee Recognition Programs

Taking Time Off

  • Generous Paid Time Off

  • Holiday Pay

  • Paid Parental Leave

Memphis Basketball LLC is an equal opportunity employer. We are committed to treating all applicants and team members fairly based on their abilities, achievements and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or any other classification protected by law.