Manager, IT Helpdesk

The Manager, IT Helpdesk at Impinj is responsible for overseeing the daily operations of the helpdesk team, managing IT professionals, implementing helpdesk policies and procedures, and ensuring effective technical support for all users. This role involves tracking performance metrics, resolving complex issues, and fostering a positive user experience.

To be considered for the Manager, IT Helpdesk position at Impinj, candidates should possess a Bachelor's degree in Information Technology or related fields. Additionally, relevant certifications like ITIL or HDI Support Center Manager are advantageous. Candidates should also have at least 7 years of IT support experience, with 5 years in a supervisory role.

The work environment at Impinj for the Manager, IT Helpdesk is collaborative and innovative, set in our offices in Seattle, Washington. With a focus on teamwork, open communication is prized, making it easy to share ideas and foster growth within the department.

Essential skills for the Manager, IT Helpdesk at Impinj include strong leadership abilities, problem-solving skills, proficiency in operating systems and network troubleshooting, and excellent interpersonal communication. The ability to navigate high-pressure situations while maintaining a customer-centric approach is also crucial.

Impinj supports professional development for the Manager, IT Helpdesk by facilitating ongoing training opportunities and encouraging continuous improvement initiatives. Regular performance evaluations help identify areas for growth, allowing team members to thrive in their roles.

To effectively manage a high volume of helpdesk requests, I prioritize based on severity and impact on users’ work. By assessing each ticket's urgency and categorizing them, I can ensure that critical issues are resolved quickly while still providing timely support for lower-priority requests.

I have extensive experience with various IT helpdesk ticketing systems, including tracking, categorizing, and resolving issues promptly. I believe in leveraging these systems to monitor performance metrics and streamline workflows for my team, ensuring a focus on user satisfaction.

In a previous role, I encountered a situation where a user was frustrated due to repeated issues. I listened actively, assured them I would prioritize their case, and collaborated with my team to trace the root cause. This not only resolved the issue but also helped improve processes.

I evaluate helpdesk performance using key performance indicators (KPIs) such as response time, resolution time, user satisfaction ratings, and ticket closure rates. Regular reporting on these metrics helps identify areas for improvement and strengthens the team's efficiency.

I promote a culture of continuous learning by encouraging my team to attend relevant workshops, certification programs, and tech conferences. Additionally, we hold regular internal training sessions where team members can share new findings with one another.

Communication is pivotal in my role as a helpdesk manager. Clear and open channels facilitate better problem-solving, enhance team cohesion, and ensure that all stakeholders are informed about ongoing issues and resolutions in a timely manner.

To improve user satisfaction, I implement regular feedback loops where users can share their experiences and suggestions. Additionally, I focus on response times and follow-up practices to ensure users feel valued and heard during their support journey.

When conflicts arise within the team, I take a proactive approach by encouraging open discussions that allow team members to articulate their concerns. Mediating these conversations helps build a collaborative environment where solutions are reached collectively.

My approach to developing helpdesk policies revolves around thorough analysis and input from team members. I engage the team to understand the practical challenges they face and incorporate best practices to create effective and impactful procedures.

During peak stress periods, I motivate my team by recognizing their hard work through words of appreciation and small incentives. Additionally, I ensure that the team takes short breaks, which helps maintain morale and productivity under pressure.