IT Help Desk

Job Description

Created 32 years ago, the PCA Group of Companies (PCA) is a privately-owned, global beauty holding company. Currently being led by the founders and the next generation of the family, the Group spans ~1500 employees in 5 geographic locations around the world, focused on omnichannel distribution and fulfillment for the beauty category. Multiple subsidiaries with a distinct leadership, business direction, and separate financial structure.

This role is full time, in-person in the office.

IT Help Desk Key Focus:

Supervise the IT Service Desk, ensure global coordination on processes and procedures to build consistency and continuity for all employees

Ensure the Service Desk provides and delivers high levels of support for all incidents and requests, providing reports and analysis of Service Desk and Support Center performance including internal customer satisfaction, performance against agreed upon metrics and appropriate improvement plans to reduce internal customer issues. Publish weekly and monthly reports

Manage resource utilization to provide global internal customer support for desktop, laptop, applications, and related technologies, including the monitoring, tracking, and coordination of Support Center functions

Maintain a customer-service oriented atmosphere for the Support Center, which includes ensuring prompt response, effective communication, and delivery of solutions for reported issues

Manage the processing of incoming incidents and requests to the Service Desk via multi-channels to ensure courteous, timely, and effective resolution of internal customers’ needs

Ensure adherence to Service Desk policies, processes and procedures for the management and support of internal customer requests and impacting incidents

Monitor incident trends and anticipate potential problems for proactive resolution.

Direct and train Support Center staff on operational procedures, troubleshooting techniques and new hardware/software applications as required. Develop both IT and internal customer training materials as appropriate

Technical Qualifications

Expert knowledge of IT systems and customer support operations management

Strong working knowledge of Support Center operations

Demonstrated progressive experience in the supervision of Service Desk technicians

Strong interpersonal relationship, team building, collaboration, and objective facilitation skills

Ability to motivate and direct front-line technical support team

Ability to efficiently manage multiple initiatives simultaneously

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Strong verbal and written communication skills

Knowledge, Skills and Abilities

Bachelor’s degree in IT or related discipline preferred

2+ years of experience managing IT customer support operations (help desk/service desk/desktop)

Compensation:

$20/hr

Medical, dental, vision, and 401K

Equal Employment Opportunity Statement

We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, creed, religion or belief, national or ethnic origin, citizenship status, marital or domestic partnership status, sexual orientation, sex, gender identity or expression, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local law. The PCA Group of Companies recognizes and values the benefits of a diverse workforce.