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IT Helpdesk Manager - Austin, TX
 United States of America, Texas   Full time

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Job ID
mwd_7582

Kapsch TrafficCom develops smart solutions to make mobility safer, more sustainable and efficient for everybody. We design, build and operate traffic management systems including connected vehicles technology and mobility demand management as well as tolling services for cities, roads, tunnels and bridges around the world. We develop data and video analytics platforms, building on state-of-the-art technologies including AI, machine learning, big data and cloud services to enable the digitalization of mobility.

The Role:

The Help Desk, IT Manager position manages and supports the day-to-day operations for the Technical Support Team, providing strategy and tactics to improve the end user experience and build customer confidence and loyalty. The focus is to drive the business forward in creating stronger relationships and creating operational efficiency. This role is responsible for the overall structure, mentoring and growth of the team, assessing resource needs, hiring and training, performance reviews, tracking and responding to ticket Service Level Agreements (SLA's) and deliverables of the team.

Responsibilities:

  • Demonstrates an in-depth understanding of products, functions, features and benefits

  • Maintains quality control through establishing and maintaining technical operations standards

  • Manages and reports on the allocation of IT tickets (Issue coordination)

  • Manages Technical Operations team.

  • Develops daily, weekly, and monthly reports on the help desk team's productivity

  • Manages relationship with vendor support services team

  • Ensures all operations are carried on in an appropriate, cost-effective way

  • Improves operational management systems, processes and best practices

  • Purchases materials, plan inventory and oversee warehouse efficiency

  • Helps the organization’s processes remain legally compliant

  • Formulates strategic and operational objectives

  • Examines financial data and use them to improve profitability

  • Manages budgets and forecasts

  • Performs quality controls and monitor production KPIs

  • Recruits, trains and supervises staff

  • Finds ways to increase quality of customer service

What’s in it for you?

  • Solving complex problems that improve daily the lives of people around the world

  • Opportunity to work with cutting edge technologies in a high-growth industry

  • Career growth and development opportunities

  • Casual work environment with flexible work hours

  • Excellent benefits including a no-cost medical insurance option for employee and eligible dependents

What we are looking for:

  • College/University or equivalent degree in IT, IT Service Management or related field required

  • 5 + years’ experience in technical engineering and at least 3 years of experience in managing an IT helpdesk

  • Hands on IT experience, ideally with some aspects of development or automation tools

  • Thorough knowledge of IT Service Management practices, including IT security

  • Certifications in ITIL and Six Sigma preferred

Kapsch TrafficCom is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, creed, color, national origin, ancestry, marital status or sexual orientation, gender identity or expression, disability, nationality or sex. Kapsch TrafficCom is a drug-free workplace.  Kapsch is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you require need a reasonable accommodation for any part of the application or interview process, please send an email to ktc.us.jobs@kapsch.net to advise of the nature of your request along with your contact information.

Unsolicited Third-Party Candidates: Please note that Kapsch TrafficCom does not accept unsolicited resumes/candidates from third-party recruiters that are not engaged and under written contract with Kapsch TrafficCom. Any employment agency, individual or entity that submits an unsolicited resume/candidate acknowledges and understands that Kapsch TrafficCom has the right to hire any applicant at its own discretion without any fee owed or due to the submitting third-party employment agency, individual or entity.  For more information, please contact ktc.us.jobs@kapsch.net

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Kapsch TrafficCom Headquarters