Manager, Help Desk & User Services

Company: Synaptics Incorporated
Location: San Jose
Posted on: May 27, 2023

Job Description:

Overview
Synaptics is looking for a Manager, Help Desk & User Services to join our dynamic and growing organization. This role is responsible for managing all day-to- day operations for the IT help desk function in the US and promoting a customer-focused mindset within the team. This position reports to the Senior Director, IT Operations.
Millions of people experience Synaptics every day. Our technology impacts how people see, hear, touch, and engage with a wide range of IoT applications -- at home, at work, in the car or on the go.
We solve complex challenges alongside the most influential companies in the industry, using the most advanced algorithms in areas such as machine learning, biometrics and video processing, combined with world class software and silicon development.
The typical base pay range for this position is USD $86,000 - $135,300 per year. Individual pay is determined by many factors including work location, job-related skills, experience, and relevant education or training. This position is also eligible for a discretionary annual performance bonus, equity, and other benefits. Note that compensation listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Responsibilities
Job Duties

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• Oversee daily IT service desk activities
  
• Create and promote a customer-focused attitude within the Helpdesk that projects a helpful and supportive attitude to all users
  
• Work with other IT functional areas to resolve issues, when appropriate
  
• Ensure hardware/software inventory tracking systems are in place and effectively utilized
  
• Ensure effective ticketing and queueing systems are in place for end users and effectively utilized
  
• Assist creation of service desk policies and procedures; ensure they are documented, communicated, and kept current
  
• Establish, maintain and communicate service desk metrics
  
• Lead training of end users in the use of technology-related devices including hardware, software, and mobile technology
  
• Oversee technical training of service desk resources to ensure effective user support and credibility
  
• Maintain ongoing awareness of global and regional business priorities and activities and communicate to service desk employees as appropriate
  
• Manage stakeholder communication at all levels
  
• Contribute to the development of a multi-year IT roadmap and strategic planning activities as well as budgeting and forecasting activities
  
  Competencies
  
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  • Ability to effectively lead team(s) to include talent acquisition, performance management, mentoring, professional development and continuous feedback
    
  • Ability to lead indirect resource teams, including contractors and other third-party resources and other outsourced infrastructure providers
    
  • Ability to be a technical thought leader as well as a "hands on" implementer
    
  • Set team goals and manage progress against plans
    
  • Proactive, able to work independently in a fast-paced environment
    
  • Well organized with strong attention to detail; proactively ensures work is accurate
    
  • Positive attitude and work ethic; unafraid explore new ideas
    
  • Excellent verbal, and written communication skills with strong collaboration skills
    
    Qualifications
    
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    • Bachelor's degree (preferred) or equivalent
      
    • 5+ years of relevant technical experience in a Microsoft environment (preferably with 2+ years managing a User Services team
      
    • Direct experience building a technical service/help desk function on a global basis
      
    • Strong demonstrated leadership of direct and indirect teams and all of the associated leadership, mentoring, and supervisory skills
      
    • Global support experience preferred
      
    • History of managing relevant systems such as servers, Office 365 and devices
      
    • Experience with and ability to effectively resource projects
      
    • No travel required
      
      Belief in DiversitySynaptics is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

Keywords: Synaptics Incorporated, San Jose , Manager, Help Desk & User Services, Executive , San Jose, California