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Support Desk Manager

4 months ago

Denver, Colorado, United States TEKsystems Full time

Description:

Our client is looking for someone to come in and provide leadership to there help desk team. This person will run a team of 4-5 people that will support the 4 locations of the organization. They will be needed to help come in and provide better processes.

ServiceNow has been live in there environment since October and they still need to properly implement it.

They will lead the daily and overall operations of the IT Support and Service Desk team including team member development and serves as the escalation point to other technical and management resources within the IT Department. This role is responsible for the management of all IT Support Services and provides support to all users with a focus on both immediate issue resolution and eliminating future incidents.

Skills:

servicenow, help desk management, Customer service, Windows 10, Office 365, contact centre, Help desk support, Troubleshooting, Active directory, Supervisory skills

Top Skills Details:

servicenow,help desk management,Customer service,Windows 10,Office 365,contact centre

Additional Skills & Qualifications:

Primary Responsibilities:


• Manage Service Desk resources for optimal performance


• Provide onsite management and mentoring of service and support employees by following up on work performance, coaching, training, and developing team members


• Interact with end users and management in the delivery of technology services


• Work in conjunction with set departmental purchasing procedures to procure IT, software, network, telecom, audio-visual, end user computing, and printing equipment and establish ongoing support


• Ensure follow-up and resolution to support incidents is timely, complete, and aligned with processes (QA)


• Prepare metrics to evaluate and analyze support and service performance


• Schedule IT Support resources ensuring coverage and needs are met


• Resolve escalated customer and vendor issues


• Provides guidance on use of IT systems including workstations and network access


• Responsible for the documentation, tracking, and monitoring of all service requests and problems ensuring timely resolution by service desk team members


• Performs periodic audits of related system usage to ensure compliance with company standards and security policies to prevent the introduction of any undesirable or destructive software.


• Install hardware and configure software for new systems using company standards including documentation.


• Maintain inventory of computer parts and logs of all repairs/service performed, including tracking of equipment replacements


• Communicate all user impacted outages, changes, updates, and rollouts utilizing set company communication and departmental standards.


• Design and execute processes supporting compliance with internal regulations and standards


• Work alongside other IT teams to ensure all customer service goals and standards are met


• Perform other duties and assist other employees, as assigned.

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.