Manages a team of subject matter experts who troubleshoot issues on
proprietary software systems, with the focus being on Client
Accounting
systems. Understanding of bill-pay process is helpful.
· Ensures that policies and procedures regarding how problems are
identified, received, documented, distributed, and corrected are
followed.
· Leads and directs the work of others.
· Familiar with concepts, practices, and procedures of a helpdesk
environment.
· Relies on extensive experience and judgment to plan and accomplish
goals.
· Works collaboratively with clients and various internal departments.
· Requires a bachelor's degree with at least 7 years of experience in
the field, which includes managerial experience.
* Accomplishes help desk human resource objectives by recruiting, selecting, orienting, training, assigning, coaching and counseling; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing and documenting policies and procedures.
* Achieves help desk objectives by preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; identifying help desk trends; determining system improvements; implementing change.
* Determines help desk requirements by maintaining contact with clients; visiting operational environments; benchmarking best practices; analyzing applications.
* Improves help desk quality results by studying, evaluating, and re-designing processes; implementing changes.
* Maximizes client operational performance by providing help desk resources and technical advice; resolving problems
* Manages internal resources and builds and maintains strong relationships within and across departments
* Accomplishes information systems and organization mission by completing related results as needed.
* Will be expected to have an understanding of the system that the subject matter experts on the team support
Experience: Skills/Qualifications:
Help Desk Experience, Staffing, Developing Standards, Technical Management, Training , Customer Focus, Performance Management, Planning, Problem Solving
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