HelpDesk Manager

San Mateo, CA, US

Job Description / Skills Required

About GoPro

GoPro, Inc. is transforming the way people capture and share their lives. What began as an idea to help athletes self-document themselves engaged in sport, GoPro has become a mobile storytelling solution that helps the world share itself through immersive content.

GoPro offers a fun and fast-paced work environment with passionate and motivated people who have a drive to learn, innovate and succeed

The team is seeking a top tier candidate for the HelpDesk Manager role. The position will manage a team of HelpDesk Support Technicians by providing daily direction, performance monitoring, mentoring and coaching. In addition, the position will also perform the assessment and distribution of incoming help tickets, provide escalation support for executive and VIP staff, ensure a high level of responsiveness to all customers and produce monthly and quarterly reports related to services. The HelpDesk Manager will also plan and execute departmental improvements to support the dynamic nature of the supported business units. The ideal candidate will have experience in supporting computers in a networked environment and possess exceptional communication skills.

What You Will Do

Manage a globally distributed team of HelpDesk Support Technicians providing exceptional service to Mac and PC users achieving service level objectives for responding to and resolving requests related to: Hardware and software requests and purchases, VoIP and telephony services, Account creation and entitlements, Trouble-shooting and support and General application or software assistance
Collaborate with HR and purchasing departments to streamline the on-boarding process
Collaborate with IT Management to ensure conformance to defined standards and principles in a mix of Mac and PC-based systems environment
Participate in weekly operational meetings to help incorporate necessary changes and developments into desktop images and services
Document processes and procedures
Initiate improvements to raise the quality and efficiency of service to end users
Track software licenses to ensure GoPro's complete compliance with software license requirements
Relay root cause findings to other IT departments as needed

Skills We’re Stoked About

Experience in a technical and HelpDesk support role
Experience supervising a technical, desktop, or HelpDesk support team
Expert in PC and handheld operating systems hardware and software (Windows and Mac)
Excellent oral and written communication skills
Experience supporting computers in a networked environment
Functional knowledge of wiring and cabling standards for telecommunications equipment
Functional knowledge of Microsoft Office products
Functional knowledge of Adobe products
Basic understanding of networking topologies and protocols
Ability to manage and prioritize tasks
Able to work with minimal supervision
Familiar with ticketing systems and reporting metrics
Able to lift 50+ lbs.
Available for on-call support
Prior management experience
Experience with Microsoft Office products in a heterogeneous environment
MCSE or similar education
Deep knowledge of one or more operating systems
ITIL certification

Perks

Your own GoPro Camera (Mounts and accessories included)
Live it. Eat it. Love it. – Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Employee commuter shuttles throughout the Bay Area (San Francisco, Oakland, San Jose)
Employee discounts on GoPro products and other industry discounts
Paid Time Off Programs
Medical, Dental & Vision – premiums are fully paid for employees
Life Insurance & Disability Benefits
Company 401(K) Match
LiveHealthy Program – Monthly benefit toward participation in wellness activities
Awesome wellness program including onsite fitness classes, health screenings, farmers market and more!
Subsidized onsite cafeteria
Fully stocked break rooms on each floor!