Help Desk Manager
: Hybrid – Glenview, IL
Type: Full time, Direct hire
Contact: Mary Nugent at

Note: Vaccination is required to be considered

Responsibilities and Required Skills:

  • Evaluate and select hardware, software, and peripheral equipment to meet end user computing requirements. Create, design, and develop installation specifications.
  • Test and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for user.
  • Evaluate and coordinate Help Desk coverage.
  • Provide guidance, information, and expert advice to management on technical, systems, or process-related topics in written form, e-mail, or in person.
  • Provide guidance and set direction in the configuration and imaging of all Desktops, Laptops, Thin Clients, and any other end user computing devices.
  • Oversee audio-visual capabilities throughout the office and support communication/ collaboration capabilities for end users.
  • Observe, receive, and otherwise obtain information from all relevant sources in order to keep up-to-date technically and apply new knowledge to their job.
  • Manage and support all telecommunication needs, including phone systems, cellular, and vendor management.
  • Provide service level metrics, cost analysis, impact analysis and reporting on outsourced services.
  • Qualitatively and quantitatively assess performance per respective contracts and for overall program objectives and goals.
  • Manage end user computing asset lifecycle process: request for proposals, negotiations, contract changes, renewals, and terminations.
  • Provide metrics management reporting and improvement planning from on-going metrics.
  • Ensure SLA’s are achieved and that customer expectations are met or exceeded.
  • Provide updated reports from a schedule (or on request), including management and account performance reports, in an automated, centralized, and controlled reporting structure.
  • Hold regular Root Cause Analysis Sessions with various teams, per incident, to ensure quality follow up and that problems are being addressed and documented. Document action item follow up coordination, as needed, for resolution and overall system improvement efforts.
  • Lead Service Restoration Teams, in emergency enterprise-level system outage situations, ensuring system or functional process recovery is successfully achieved.
  • Develop, manage, and mentor a small team of employees.

Mary Nugent
Senior Recruiting Consultant
Forbes Technical Consulting

Chicago, IL


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