Help Desk Manager
5 days ago
Have you got what it takes to succeed The following information should be read carefully by all candidates.
We are actively seeking qualified candidates for the following position for our client, who is an industry leader:
Help Desk Manager
Location: NY – Hybrid - (3 days in office, 2 days remote)
Type: Full Time
JOB SUMMARY:
The Help Desk Manager performs tasks related to the daily management of the Help Desk services.
Manage the outsourced offshore Helpdesk team and on-site desktop engineer supporting approx. 2700 users in a 24x7x365 environment and oversea their performance
Delegate tasks, prioritize tickets, and ensure that the team is working efficiently to meet SLAs (Service Level Agreements)
Provide continuous feedback to team members
Manage, monitor, and guide outsourced vendor’s performance related to Help Desk activities.
Works with Business and Technology Stakeholders for regular feedback and input
Must have strong knowledge of Windows Active Directory
Strong knowledge of MS Office
Provide troubleshooting for applications and custom systems
Ensure resolution of issues related to desktop, mobile, VPN, and remote access
Experience with ServiceNow preferred
Experience with MS Azure is preferred
Work closely with vendors and internal teams to manage upgrades, patches, and system enhancements
Introduce new insights that increase team efficiency and add value
Knowledge Base & Documentation
Deliver excellent customer user service
Experience Desired:
· Proven experience leading or managing a helpdesk team, including task delegation, mentoring, and performance management
Follow continuous improvement process and constantly find ways to reduce recurring issues
Excellent communication, interpersonal & leadership skills
Should be able to communicate confidently with users at all levels
Experience managing a team of Helpdesk, Service Desk Support team
Previous experience being technically hands-on with Office365, Windows Servers and AD
Prior experience in setting up and/or enhancing helpdesk support processes
Responsible for defining, implementing, monitoring & reporting on KPIs & SLAs
Experience with ITIL, ITSM
Managing the overall quality of support and ensuring a consistent, effective user experience
Ensures Service Desk Analysts have the knowledge and training they need to meet service requirements.
Benefits
· Medical, Dental and Vision insurance
· 401k Plan
· Paid time off
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