Helpdesk Supervisor in Torrance, California at Phenomenex

Date Posted: 10/12/2019

Job Snapshot

Job Description

Job ID: PHE000776

About Us

Phenomenex is a global technology leader committed to developing novel analytical chemistry solutions that solve the separation and purification challenges of researchers in industrial, clinical, government and academic laboratories. From drug discovery and pharmaceutical development to food safety and environmental analysis, Phenomenex chromatography products, technical services and chemical reference standards accelerate science and help researchers improve global health and well-being. 

Selected by the Wall Street Journal as an "Exceptional Workplace," Phenomenex is defined by its passionate people, dynamic culture and distinctive ingenuity. These common characteristics unify the Phenomenex companies worldwide behind our mission "to promote the growth, prosperity and well-being of those we serve - our customers, our employees, and humanity.


Description

GENERAL SUMMARY:
Supervises the day-to-day operations of the helpdesk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. This is a Hands-On position.

DUTIES AND RESPONSIBILITIES:
1. Lead Helpdesk team to troubleshoot and resolve Level 1 and 2 software, network and phone systems problems for local and remote personnel
2. Provide training to helpdesk staff on operational procedures and troubleshooting techniques.
3. Plans, prioritizes, assigns, supervises and reviews the work of assigned staff performing a variety of work activities within helpdesk
4. Coordinates and evaluates section operations and activities; recommends and implements improvements and modifications; and prepares various reports on operations and activities for management.
5. Attends meetings, conferences, and training workshops. Review publications and industry documents to remain current on principles, practices, and new developments in assigned work areas.
6. Provides input on budget and annual review of service delivery activities.
7. Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded
8. Monitor day-to-day analyst input within Zendesk ticket system and present helpdesk KPI's to leadership
9. Provide new technology rollout support including extra training sessions and roving support after installations
10. Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
11. Create documentation for use by end users (help sheets, usage guides, FAQ’s, etc.)
12. Up to 10% travel
13. Other duties and responsibilities as assigned by IT Service Manager.

Job Requirements



Qualifications

KNOWLEDGE, SKILLS AND EXPERIENCE:
• Bachelor's degree from an accredited unviersity in computer science or equivalent preferred
• 5+ years of hands-on technical support experience working in large enterprise-level environments
• 3+ years of leadership, management or prior supervisory experience leading teams of up 5+ team members
• Proficiency with Zendesk or other ticketing systems required
• Strong working knowledge on Microsoft Office 2016, Windows 7 and 10, desktop, printers, and laptops
• ITIL certification is a plus
• Must be service oriented and have strong team leadership skill
• Strong analytical, problem solving and decision making skills
• Excellent verbal, written, and diplomatic skills
• Ability to manage and collaborate with multidisciplinary teams
• Ability to analyze and solve problems
• Ability to prioritize and organize


Danaher Corporation Overview

Diversity & Inclusion
At Danaher, we are dedicated to building and sustaining a truly diverse and inclusive culture. These are not just words on a page—Diversity and Inclusion is a top priority for the company, and it ties deeply to each of our core values. Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law.

Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.