AFL manufactures industry-leading fiber optic cable, connectivity and accessories and provides engineering and installation services for some of the largest telecom customers in the world. Our company was founded in 1984 with a single fiber optic cable and today, we manufacture thousands of products, generate an excess of $1.5B in revenue, and employ approximately 7,000 associates worldwide. At AFL, we recognize that our employees are our greatest asset. We hire and train each individual, investing in them to ensure success in their careers. With a commitment to professional development and growth, let us connect you to your next career opportunity.
What We Offer
Flexible time off policy
401K Company match (up to 4% - dollar for dollar)
Professional development, training, and tuition reimbursement programs
Excellent medical, dental, vision, and life insurance policy options
Opportunities for career advancement with an industry leading company!
We are seeking a full time Help Desk Manager to join our Corporate IT organization at our Headquarters in Duncan, SC. Under the direction of the Global IT Director of Infrastructure and Operational Technology, the IT Help Desk Manager role is to ensure proper technical operations so that end users can accomplish business tasks. This includes actively resolving end user help requests within established SLAs, managing direct reports in line with AFL Company standards. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
Oversee technical support across the company while managing a team. Triage IT support incidents, resolve and/or transfer to the appropriate group (Incidents may come in via Phone/Walkup/Email/Service Portal)
Effectively manage and improve Service Desk Delivery.
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Alert management to emerging trends in incidents
Assist in software releases and roll-outs according to Change Management best practices
Build rapport with business end users and business stakeholders
Escalate problems (when required) to the Global IT Director of Infrastructure and Operational Technology
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Install anti-virus software and ensure virus definitions are up-to-date
Perform preventative maintenance, including checking and cleaning of servers, desktops, and peripherals.
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow up’s as required
Develop help sheets and FAQ lists for end users
Reinforce SLAs to manage end-user expectations
Purchase hardware and software as assigned
Help build and maintain positive relations within the team
Protect organizations’ values by keeping information confidential
Enhance organizational reputation by accepting ownership for accomplishing requests and exploring opportunities to add value to job accomplishment
Manage and develop third party companies/partnerships
Qualifications
College diploma or university degree in the field of computer science and/or 4-6 years equivalent work experience
Knowledge of advanced computer hardware
Experience with desktop and server operating systems, including Microsoft and Linux
Extensive application support experience with Microsoft suite of products
Working knowledge of a range of remote administration and diagnostic utilities, including Microsoft SCCM and SCOM
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
Skills And Abilities
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
Strong documentation skills
Managing others
Ability to conduct research into a wide range of computing issues is required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly, business-friendly and technical language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Telecommunications
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