Manager of Helpdesk

Key Responsibilities

This position requires extensive interaction with our helpdesk / desktop support team on a daily basis which includes 24/7 support; including scheduling, shift coverage and paid time off requests, providing feedback, coaching/training, and disciplinary plans.

Monitoring of employee performance through side by side and remote observations; reviewing results with each employee individually on a monthly basis; providing coaching and identifying additional training to assist employees in reaching required objectives and acknowledging progress and addressing area of opportunity on a team and individual basis.

Working closely with team and to identify appropriate coaching plans for all employees in all key metrics; supervise the actions to achieve daily and monthly objectives; developing and maintaining all necessary records and documents associated with employee performance.

Interaction with both our vendors and customers for escalations, daily/weekly/monthly reports, and weekly conference calls to review support performance and trending issues.

Support areas managed/covered will include Tier I/II/III support across all technology areas (Systems, CRM, Network, Phone), Equipment asset management, set-up and configuration of new hire computers, phones, assisting with systems changes as it relates to new hires and/or employee terminations, Maintaining the technical integrity of all conference rooms, training rooms, and AV equipment

Position Requirements

• Minimum of 5 years’ experience managing a muti-tier, enterprise wide IT support/response team
• Experience developing and publishing services and SLAs.

Demonstrated strong service management experience/knowledge in implementing and managing key Information Technology Infrastructure Library (ITIL) framework areas including incident management, problem management, request management, change management, knowledge

• Expert level PC software and hardware troubleshooting skills
• Strong skills in Microsoft product line including: Windows 7, Windows 8, Outlook, Word, Excel and PowerPoint
• Experience working with executive/business leaders to identify needs and create solutions
• Strong verbal and written communication skills capable of working with all levels of staff
• Time Management and Organization skills for effective multitasking to meet deadlines.
• Willing to manage and work a rotating, on-call schedule.

Additional Information

All your information will be kept confidential according to EEO guidelines.