Manager, Helpdesk - Phoenix, United States - Phoenix Suns

Description

Manager, Helpdesk

Lincoln Union

Phoenix, AZ


Job Summary:

Player 15 Group includes several companies and many collaborative departments that support the Phoenix Suns, Phoenix Mercury, and Footprint Center.

Would you like to win championships and create sustained success? Player 15 Group is looking for individuals who are committed to pursuing excellence and being a part of creating memorable experiences.

We are seeking an experienced and highly motivated Manager, Helpdesk to oversee the efficient operation of our helpdesk support team, ensuring timely resolution of technical issues and exceptional customer service.

What You Will Do:
Manage and lead a team of helpdesk support specialists.
Coordinate the daily activities of the helpdesk, including ticket allocation, prioritization, and escalation.
Ensure timely and effective resolution of technical issues reported by end-users.
Develop and implement policies and procedures to optimize helpdesk operations.
Monitor helpdesk performance metrics and implement improvements as needed.
Provide training and support to helpdesk staff to enhance technical skills and customer service capabilities.
Collaborate with other teams to address complex technical issues and implement system enhancements.
Generate regular reports on helpdesk performance and provide recommendations for improvement.
Manage technical support logistics for meetings and small events held at headquarters.
Develop and implement policies and procedures to optimize hardware management and inventory management.

What We Need from Our


Manager, Helpdesk :
Strong leadership and management skills with the ability to motivate and develop a team.
Excellent communication and interpersonal skills.
Proven experience in helpdesk or technical support roles.
Solid understanding of ITIL principles and helpdesk best practices.
Ability to analyze complex technical issues and provide effective solutions.
Strong organizational and time management skills.
Maintain regular reporting cadence to their immediate supervisor.


Experience/ Education Requirements:
Bachelor's degree in technology or related field preferred.
Previous experience in a managerial role within a helpdesk or technical support environment.
ITIL certification is a plus.


What You Can Expect:
The work environment characteristics described here are representative of those that must be met by the

Manager, Helpdesk , to optimally perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role maintains traditional business hours with some game day responsibilities including some evenings, weekends, holidays, and overtime as business needs arise.

Be a part of an on-call rotation.

This role will require travel to and from the Arena to the 5G practice facility, Iron Mountain offsite colocation facility, and Chase Field.

Medium Work - Exerting 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.

Physical Demand requirements are more than those for Light Work.
Ability to crawl.
Ability to climb stairs.
Ability to ascend or descend ladders and stairs.
Repeating motions that may include the wrists, hands and/or fingers.
Moving about accomplishing tasks or moving from one worksite to another.
Moving self in different positions to accomplish tasks in various environments including tight and confined spaces.
Able to stand for extended periods of time.
Ability to walk short/long distances.
This role is computer based and will require extended periods of time working in front of a computer screen.
Capable of distinguishing colors and shades of color
Capable of listening carefully and speaking to others on the telephone/two-way radio
Communicating with others to exchange information.
Ability to respond quickly to sounds/alarms.
Ability to see and respond to dangerous situations.
Ability to Read, Write & Speak in English


Perks:
Discounts at Fanatics Team Shop
Tickets available for Phoenix Suns and Phoenix Mercury games

Visit our Culture page to learn more about our culture and work environment.

Player 15 Group is committed to employing a diverse workforce.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Please note this job description is not crafted to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

For questions about this career opportunity, please contact the People & Culture Recruiting team at
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