SUMMARY

This IT Help Desk Manager will assure the integration of a professional IT Services organization that serves business needs ensuring high customer satisfaction and tight integration with IT Operations, BAU, and 3rd Party service providers. The IT Help Desk Manager will drive continuous improvement using effective metrics analysis, customer satisfaction surveys, internal operating agreements and strong relationships with business leaders. The IT Help Desk Manager will develop, implement, and measure effective processes and practices that ensure consistent performance and results. The IT Help Desk Manager will be a strong leader that enjoys mentoring and setting the example for the Help Desk team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Direct and monitor a 7-10-person IT Services team, sourced within a managed services agreement
• Set team customer service practices and lead the team with regular ticket review.
• Mentor and support the onsite and remote team
• Set standards, practices, processes, Service Level Agreements (SLAs) and Operating Level Agreements (OLAs) that ensure appropriate levels of service for HBG employees and Client publishers
• Establish measurements and metrics that ensure SLA and OLA adherence and that quantify the level of efficiency and effectiveness of the IT Services area.
• Build bridges to business leaders, assuring their needs are met by the HBG IT Services group
• Create and drive the execution of hardware refresh programs.
• Ensure appropriate machine images for both Mac and PC laptops, including browser, operating system, and tools
• Effectively manage inventory and image content using automated tools
• Own and direct implementation of the ticketing service
• Encourage and promote activities / processes with the IT Services team to enhance a deeper understanding and broader knowledge of the HBG business systems and how all elements of the system software ecosystem work together and develop efficient and effective test strategies
• Collaborate with the IT Operations and Infrastructure teams to ensure seamless coverage of incident tickets for timely fix and deploy
• Collaborate with the Business Analyst and Development Engineering teams to understand the Business objectives, scope of work, and business requirements for appropriate support and routing of tickets

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Bachelor’s degree in computer science, computer engineering or equivalent combination of technical education and experience
• Must have 8+ year experience managing, coaching, mentoring onshore / offshore test teams
• Must be flexible to work after normal business hours, weekends, and holidays if necessary
• Must be flexible on stateside travel about 2 to 4 trips a year, each trip about 2 to 3 days in duration, if necessary.
• Experience in publishing industry preferable but not required.
• Strong experience effectively managing onshore and offshore teams within a managed services agreement
• Strong people management skills, with a proven ability to hire and grow talented personnel
• Experience working closely with both IT and business teams to communicate problems that impact the relationship and perception of the IT Services team
• Strong organizational skills, ability to track multiple initiatives simultaneously and to be able to synthesize the results
• Strong desire for creativity and initiative to improve IT Services coverage, perception, and effectiveness
• Excellent communications skills and proven ability communicating cross-functionally and across management levels in formal and informal settings

As a leading book publisher, we believe that including and representing diverse voices in all aspects of our business is fundamental to what we do. Our publishing programs must reflect the broad range of backgrounds, experiences, political views and ideas that shape our society and publish books for all readers.

Hachette Book Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The compensation range for this position is $125,000-$145,000. Salary can vary based on a number of factors including skills, experience, and location — talk with your recruiter to learn more. There may be times that you will be required (or requested) to work overtime due to the nature of your roll or exceptional workload issues or special projects. Our comprehensive U.S. benefit offerings include medical, dental, vision, life insurance, disability coverage, 401(k), incentive plan eligibility, educational training opportunities and more.