Help Desk Manager
We are looking for a self-starter with exceptional organization and communication skills. Our ideal candidate must be able to multi-task, manage time efficiently and pay strong attention to detail.
DUTIES INCLUDE:
• Direct and mentor front line Service Desk analysts in the development of their technical and customer-service skills to create a high level of support and customer satisfaction.
• Ensure appropriate staffing to meet service levels.
• Ongoing assessment, development and implementation of Service Desk processes to support business needs.
• Proactively identify areas for service improvement.
• Serve as point of escalation for customers and/or business partners.
• Review incidents and technical solutions to ensure the integrity and value of information in the incident management system.
• Receive and respond to Service Desk calls to maintain first-hand experience with incident handling & problem resolution.
• Demonstrated ability to initiate, promote, and exhibit team oriented behavior.
• Proven dedication to customer service and proactive responsiveness to client needs.
• Recommend improvements for the Service Desk’s capabilities for Incident, Problem, and Configuration Management according to Information Technology Infrastructure Library (ITIL) definitions.
• Develop proactive support capabilities of the Service Desk using industry-leading support methods such as self-help, knowledge tools, sophisticated problem-solving and troubleshooting techniques, and integration of asset metering and management tools.
• Conduct follow-up interviews with customers to ensure satisfaction with service levels and communicate customer-related issues with support team.
• Ensure processes and procedures are followed.
• Maintain ownership of all incidents managed by the Service Desk.
• Participate in Problem, Change, and Project meetings.
• Provide customer maintenance and outage notifications.
• Foster a team atmosphere within and between departments.
• Conduct annual performance reviews of the team members and manage disciplinary issues when necessary.
• Conduct regular staff meetings.
REQUIREMENTS:
• Formal education in computer science, business or related field, professional experience or combination of education, experience and certifications to effectively execute duties upon hire.
• Minimum one year experience in a leadership role within a Service Desk environment including direct supervision responsibilities.
• Three years Help Desk experience in an Information Technology company and/or 3 years technical experience.
• Process development experience in a Service Desk or Help Desk environment.
• Demonstrated understanding of ITIL best practices.
• ITIL and/or Help Desk Certifications a plus.
• Requires sound working knowledge in Intel based personal computing environment and Windows operating systems.
• Experience with Microsoft Office Suite, Project, Adobe, remote control tools and desktop utilities required.
• Solid understanding of Microsoft Windows Active Directory.
• Desire to provide the highest levels of service to customers.
• Above average communication skills, verbal and written.
• Great interpersonal skills.
• Good problem solving, decision making, resolution, and organizational skills.
• Ability to prioritize work and multi-task in a fast-paced environment.
Qualified candidate should send their resume to
Experience: Help Desk Manager
To Apply to this job go to http://www.GadBall.com or click here