Job Information
Heidrick & Struggles Help Desk Manager - R2416466-7478 in Chicago, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12011691 Heidrick & Struggles (Nasdaq: HSII) is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world\'s top organizations. In our role as trusted leadership advisors, we partner with our clients to develop future-ready leaders and organizations, bringing together our services and offerings in executive search, diversity and inclusion, leadership assessment and development, organization and team acceleration, culture shaping and on-demand, independent talent solutions. Heidrick & Struggles pioneered the profession of executive search more than 70 years ago. Today, the firm provides integrated talent and human capital solutions to help our clients change the world, one leadership team at a time.
Additional information on the firm can be found at www.heidrick.com.
Job Description:
Who We Are:
Heidrick & Struggles (Nasdaq: HSII) is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world\'s top organizations. In our role as trusted leadership advisors, we partner with our clients to develop future-ready leaders and organizations, bringing together our services and offerings in executive search, diversity and inclusion, leadership assessment and development, organization and team acceleration, culture shaping and on-demand, independent talent solutions. Heidrick & Struggles pioneered the profession of executive search more than 70 years ago. Today, the firm provides integrated talent and human capital solutions to help our clients change the world, one leadership team at a time.
Additional information on the firm can be found at www.heidrick.com.
The Role:
The Help Desk Manager is responsible for high-quality customer service, seamless user experience across all support channels, effective problem resolution, and continuous improvement in support processes. They will accomplish this by overseeing the outsourced help desk operations, implementing proactive analytics, managing a self-service portal, and integrating AI support solutions. The ideal candidate will need strong technical and customer service skills, a deep understanding of ITSM, a strategic thinker, strong leadership skills, and experience with AI-driven customer service technologies.
Responsibilities:
Management of Outsourced Help Desk:
Vendor Management: Liaise with outsourced help desk providers to ensure SLAs are met and service quality is maintained.
Contract Management: Oversee contract negotiations, renewals, and compliance with service agreements.
Performance Monitoring: Regularly review help desk performance metrics and reports, ensuring alignment with company standards.
Strategic thinking: Always thinking with a strategic mindset and providing valuable insights in helping shape and improve a modern support system.
Training and Onboarding: Coordinate with the vendor to ensure their staff are well-trained and up-to-date on company protocols and technologies.
Staffing and scheduling: Partner with vendor to maintain proper staffing and coverage.
Proactive Analytics:
Data Analysis: Utilize analytics tools to monitor help desk performance, identify trends, and predict potential issues.
Reporting: Generate regular reports on key performance indicators (KPIs), customer satisfaction, and areas for improvement.
Process Improvement: Develop and implement strategies based on data insights to enhance the efficiency and effectiveness of support services.
Issue Prevention: Identify recurring issues and imple ent preventive measures to reduce ticket volume and improve user experience.
AI Support Integration:
AI Tool Implementation: Lead the integration of AI tools such as chatbots, virtual assistants, and automated ticketing systems into the help desk operations.
System Maintenance: Oversee the maintenance and optimization of AI support tools, ensuring they are functioning correctly and efficiently.
Training and Adoption: Facilitate training for both internal staff and the outsourced help desk team on how to use AI tools effectively.
Continuous Improvement: Stay updated on the latest AI technologies and incorporate relevant advancements into the help desk strategy.
Management of Self-Service Portal:
Portal Development and Maintenance: Oversee the development, implementation, and maintenance of the self-service portal, ensuring it meets user needs and company standards.
Content Management: Implement best practices and procedures to ensure the portal contains up-to-date and relevant information, including FAQs, knowledge base articles, and troubleshooting guides.
User Experi