RMI is seeking an IT Systems and Helpdesk Manager with exceptional analytical, troubleshooting and communication skills to manage our outsourced helpdesk, and establish and refine the processes, techniques, and tools used to provide exceptional support to the organization. As the IT Systems and Helpdesk manager, you will innovate, redesign, and automate processes to support a rapidly growing, increasingly international organization. Your success will be measured by tracking KPIs and other success metrics with the goal of constant improvement.

Additional responsibilities include providing tier 3 support, including troubleshooting, researching, solving and documenting complex problems.  In this role you will own Identity Access Management including SSO and Automated provisioning. A critical part of this role is to constantly improve and refine the computer deploy and onboarding processes.  As the IT Systems and Help Desk Manager you will work with the Network and Infrastructure Manager and IT Director to complete other IT department project work.

Your Key responsibilities: 

• Manage outsourced helpdesk, including contractor tier 1, 2, and 3 helpdesk staff.
• Sets customer service standards to ensure the delivery of timely and efficient customer service
• Owns improving customer support by improving response time to queries and complaints
• Follows up with customers to identify areas for improvement
• Provides technical guidance for the design, configuration and installation of software updates, and security configurations.
• Establishes and maintains solid working relationships with peer departments and vendors to ensure that the help desk teams meet service-level agreements Develops and implements annual departmental goals and strategies, addresses department needs, and compares operations to industry best practices (e.g., ITIL, HDI, etc.)
• Communicates major outages to customers and IT providers.
• Monitors and reports on relevant help desk metrics and service levels
• Own, research, and document solutions to tier 3 tickets and escalations from the outsourced helpdesk.
• Own and manage the IT onboarding and termination processes and work with our outsourced team, as well as internal stakeholders including the People team, to ensure a seamless and positive experience for new hires.
• Own and manage Asset Management, as well as MDM rollout and use.
• Own the computer deployment process and innovate and improve delivery, including to remote, non-US locations.
• Own and maintain IAM, including Azure SSO and Automated provisioning technology.
• Interface with all RMI employees, vendors and visitors with a professional, positive attitude and a willingness to help out.
• Position will require time onsite in our Boulder office supporting IT systems, including AV support for events.
• Some travel to other RMI offices required.