Car Nation AZ is searching for a dedicated and skilled Help Desk Manager to enhance our customer support team and ensure a seamless experience for our clients. As the Help Desk Manager, you will play a pivotal role in fostering a culture of excellent service, guiding our team to provide timely and effective technical assistance to both internal staff and our valued customers. Your expertise will ensure that our help desk operates at peak efficiency, supporting our mission to provide outstanding automotive services in a friendly and welcoming environment. Responsibilities - Oversee daily operations of the help desk, ensuring that all support requests are handled promptly and effectively. - Lead and mentor the help desk team, providing guidance and support to enhance their skills and performance. - Develop and implement help desk procedures and best practices to improve service quality and customer satisfaction. - Monitor ticketing system and resolve escalated issues, ensuring timely follow-up and accurate documentation. - Participate in regular training sessions for team members to stay current with automotive technologies and customer service practices. - Collaborate with other departments to align support efforts with overall dealership goals and initiatives. - Analyze help desk metrics and make data-driven decisions to improve processes and efficiency.

• Manage all aspects of schools’ network infrastructure, (servers, switches, firewalls, storage, etc.) to ensure devices remain current, supported, and performing to meet the demands of the schools. • Includes proactive tracking, planning and purchasing, installing, deploying, updating, repairing, etc. • Manage vendor relationships for outsourced systems and services, e.g., security, remote backups, VOIP phone services, internet service providers, etc. • Perform software and hardware installation for both onsite employees and remote school staff. • Maintain asset control for all school and corporate assets in the field, including managing lifecycle replacements of all IT assets, including certified destruction. • Use a centralized inventory management system, responsible for maintaining an up-to-date, auditable inventory of all technology assets for assigned schools. • Partner with school management and Stride finance to establish annual budgets and control technology costs. • Complete all tickets escalated from the Stride IT Service Desk. • Provide 24/7/365 on-call support when warranted. • Perform troubleshooting and problem analysis for the purpose of diagnosing, repairing and/or replacing equipment. • Report and escalate system issues to the Manager, Regional Technology as appropriate. • Proactively identify recurring technology issues for further address by management. • Travel onsite when required

• Lead, mentor, and develop Helpdesk Team Leads and support staff • Oversee day-to-day IT support operations, including ticket queues, escalations, and service requests • Ensure SLA compliance and actively monitor service performance metrics • Analyze ticket trends and implement proactive solutions • Drive automation, standardization, and self-service initiatives • Ensure adherence to company policies, IT security standards, and regulatory requirements

• Provide 1st level contact (email, phone and other channels) and convey resolutions to customer issues, and 2nd level where possible according to internal team and company processes • Regularly update cases in our ticketing system within SLA • Cooperate on unresolved queries with the next level of support or other departments • Proactively recommend improvements which will lead to better customer experience or higher team efficiency • Engage and communicate with our providers (Google)