Position Description
The Help Desk Manager’s role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
Responsibilities will include
• Re-engineer/set up help desk according to industry best practices
• Get management buy-in for improving the help desk by demonstrating greater return on investment
• Develop and maintain formal procedures for consistency and increased productivity
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Choose appropriate technology and other resources to maximize help desk effectiveness
• Build a qualified help desk team through innovative hiring and training techniques
• Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
• Develop a customer care philosophy that ensures customer satisfaction
• Analyze help desk performance through various statistical and reporting methods
• Market the image of the help desk as a support group showcase that advances the IT vision and strategy
Expected Background
• B.S. degree in Computer Science, Information Systems, or related field
• 5+ years experience with Help Desk responsibilities
• 3+ years experience as a Help Desk manager at a mid-size company
• Excellent written and oral communication skills
• Demonstrated ability to staff and motivate qualified employees
• Ability to produce/follow a budget, staffing plan
• Ability to manage a geographical dispersed group
• Extensive experience supporting users in a primarily Microsoft environment
• Experience selecting and managing external vendors as required
• ITIL Certification is a huge plus
Qualified candidate should send their resume to <br/><br/>All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Experience: Help Desk Manager-ITIL
To Apply to this job go to http://www.GadBall.com or click here