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Help Desk Manager

3 months ago

Brooklyn, United States Priority Groups Full time

*Job Title:* Help D

k Manager *Pay Rate

$50 per hour *Schedule:*

nday to F
- ay (9:

- am to 5:00 pm)
- b Description:*
- you an IT pr
- ssional with a p

ssion for custome
- ervice

nd a knac
- or managing
- ms? We are seeki

dynamic and experie
- d Help Desk Manager to lead our support team and ensure top
- ch service delivery. Wit

a minimum of three years of professional or technical experience in IT, you'll bring your expertise to oversee daily operations and strategic initiatives, making a significant impact on our service levels and client satisfaction. *Key Responsibilities:*
- *Team Leadership:* Maintain control over the work duties, schedule, and performance of the Contractor project team, ensuring optimal productivity and team morale.
- *Incident Management:* Handle incident escalations promptly and efficiently to maintain high service standards.
- *Activity Monitoring:* Oversee ongoing activities of the TSC, tracking ticket aging and ensuring same-day closures for improved efficiency.
- *Client Interface:* Act as the primary liaison with FDNY personnel and high-priority users to monitor and enhance client satisfaction.
- *Service Level Improvement:* Continuously maintain and improve service levels through proactive measures and innovative solutions.
- *Strategic Collaboration:* Work closely with BTDS management on daily operations and long-term strategy to align goals and achieve operational excellence.
- *ServiceNow Administration:* Administer ServiceNow, including user/group management and troubleshooting, ensuring smooth and effective use of the platform.
- *Reporting and Analysis:* Perform periodic and ad hoc reporting using Crystal Reports, and conduct weekly performance analysis of TSC operations.
- *Process Development:* Develop and update processes and documentation for TSC operations to ensure consistency and clarity.
- *User Satisfaction:* Create and distribute user satisfaction surveys to gather feedback and identify areas for improvement.
- *Innovation and Efficiency:* Introduce new methods to increase productivity and decrease costs, driving continuous improvement within the team. *Additional Responsibilities:*
- Maintain a library of common fixes for FDNY issues, distributing notifications and updating the knowledge base.
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance Experience level:

- 5 years Schedule:

- 8 hour shift
- Monday to Friday Ability to Relocate:

- Brooklyn, NY 11201: Relocate before starting work (required) Work Location: In person