Help Desk Manager in New York, NY

General Summary The Help Desk Manager is responsible for the day to day management and operation of the Information Technology Help Desk. In addition, the Help Desk Manager assists in the development, maintenance, and promotion of departmental procedures and operations relative to the Help Desk. The primary responsibility of this position is to support users of Information Technology by ensuring timely problem resolution. The Help Desk Manager also promotes and maintains high standards of customer service and support and continuously looks for ways to improve the overall effectiveness of the Help Desk staff. Principle Duties and Responsibilities 1. Day to Day Responsibilities a. Documents reported problems in HEAT and follows up with assigned personnel to ensure timely resolution of all open and aging tickets. b. Required to answer calls during peak times or when short staffed. c. Scheduling of Help Desk Analysts and ensuring Help Desk coverage during normal business hours and on-call support as required. d. Ensures that service level agreements are met. e. Ensures that Help Desk personnel meet day-to-day expectations. f. Manage the day to day function of the Help Desk, ensuring that priorities are followed and procedures are working. g. Coordinate escalation of issues to additional resources in IT as needed. h. Ensures that first level troubleshooting techniques are completed at the Help Desk. i. Coordinates flow of information during system outages between the Help Desk and Engineering\System Support or Telecommunications teams as appropriate. j. Evaluate and Improve on Help Desk process and operations on an ongoing basis. 2. Standards and Communication a. Continually work to achieve high levels of user satisfaction with support services offered. b. Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department. c. Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found. d. Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department. 3. Staffing a. Provides leadership by projecting a positive attitude, and providing learning incentives. Accurately communicates pertinent information. b. Assists in the development and implementation of quality improvement programs for the department. Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. c. Participate in the recruitment of qualified Help Desk Staff when the need arises. d. Ensure that all staff receives adequate technical and interpersonal training. e. Contributes to departmental productivity and development objectives by participating in training programs. f. Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through. g. Perform staff evaluations and reviews in conjunction with the Assistant Director for User Support. h. Deals with problem situations in a professional manner, and accurately communicates pertinent information so an overall work environment is created that lends itself to the best interests of departmental personnel and customer service. 4. Other Responsibilities a. Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service. b. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions. Skills, Experience, Education and Other Job Related Requirements Must have worked in a Lawfirm 1. Bachelor?s degree, and/or a minimum of three years experience in related systems support. Vendor certifications preferred. 2. Experience with direct support of the following technologies: a. Windows desktop operating systems b. Microsoft Outlook email client c. Microsoft Office suite of applications d. Interaction contact management e. Interwoven?s MailSite document management f. Other legal application such as, but not limited to, Deltaview, DTE, Legal Key g. Intel based personal computer hardware and related peripherals 3. In general: responsibility, reliability, initiative, patience, determination, assertiveness, inquisitiveness, tenacity, and a desire to learn. 4. Ability to meet deadlines and effect To Apply to this job go to http://www.GadBall.com or click here