HelpDesk Manager in Novato, CA at Vaco

Date Posted: 8/26/2020

Job Snapshot

Job Description


As Technical Account Manager - IT Support Helpdesk, you will be working with world class engineering and production operations teams to maintain a stable environment. You'll lead a team of Junior IT Support Specialists. You'll deploy and administer systems and tools and provide front-line support to various sites and departments. You'll work closely with developers in supporting new services and tackling issues as they arise. This is an opportunity to enhance your career in a critical role supporting some of the largest and most successful game franchises. This includes:

  • Lead a team of IT Support Specialists based out of global locations

  • Create standard operating procedures / FAQ documents

  • Responsible for driving performance against identified key performance indicators

  • Identify / Implement process improvements measures to better or streamline the existing processes

  • Conduct team meetings, one on one's on a regular basis

  • Conduct weekly / monthly business reviews with the client

  • Work with the recruitment team in sourcing / conduct interviews to fill any open positions

  • Lead by example in front of the team in managing the day to day operations

  • Develop and maintain documentation for procedures and user resolution documentation

  • Provide timely and creative solutions to challenging problems

  • Ability to work calmly in high pressure situations and manage multiple ongoing projects


You're passionate about working with enterprise technology. You desire to interact with various departments - identifying and responding to a variety of technical challenges. You're able to provide amazing customer service. You're looking to expand your career by working in a large scale, enterprise environment. You are willing to work in a fast paced and cutting-edge environment with other highly skilled professionals. You are anxious to grow and develop skills that will help make the best gaming company in the world.

  • 1 to 2 years experience of managing a team preferably in IT Helpdesk environment

  • Understands data analytics to identify key performance indicators and perform data analysis to drive insights

  • Demonstrated strategic planning, strategic facilitation, or presentation

  • Demonstrated ability to interact, influence and align with all levels of an organization; both internal and external, technical and non-technical

  • Demonstrated ability to influence and drive consensus

  • Possess a thorough understanding of the Windows and macOS operating systems, Active

  • Directory & Office 365 in an enterprise environment

  • Knowledge of server and PC workstation hardware, software and security essentials

  • Excellent written and verbal communications skills