IT Support Operations Leader

1 week ago


New York, New York, United States MSH Full time

Position Overview:

MSH is seeking a dedicated Service Desk Manager with a strong background in personnel management and escalation support within the IT and cyber-security sectors.

Key Responsibilities:

  • Guide and mentor the Service Desk team members to enhance their skills and performance.
  • Analyze team activities and client requests on a weekly basis to identify trends.
  • Strive for continuous improvement in First Contact Resolution (FCR) metrics.
  • Deliver service level updates and business insights during company briefings and reports.
  • Ensure adherence to ticket lifecycle processes and Service Level Agreements (SLAs).
  • Prepare monthly reports detailing training, skill development, and team capacity for senior management.
  • Oversee the transition of projects to ensure clear documentation for the support team.
  • Engage in the development and evaluation of processes impacting the Service Desk and other operational teams.
  • Support the onboarding process for new Service Desk staff, serving as a primary contact during their initial phase.
  • Manage the ticket allocation process from initiation to resolution, continuously enhancing user experience.
  • Lead the Service Desk to improve service levels as the team expands.
  • Address user inquiries related to software and hardware to resolve client issues effectively.
  • Oversee Incident Management across all levels of the Service Operations Department.

Qualifications:

  • Minimum of 5 years of experience in a Service Desk or Systems Administration role.
  • Exceptional troubleshooting skills for rapid identification and resolution of technical issues.
  • Ability to apply logical reasoning to evaluate solutions and implement the most effective methodologies.
  • Strong active listening and communication skills, both written and verbal.
  • Demonstrated ability to maintain professionalism and composure under pressure.
  • Familiarity with Active Sync, Remote VPN Software, Disaster Recovery, and Anti-Virus solutions; back-end knowledge is advantageous.
  • Commitment to staying updated on relevant technological advancements.
  • Associate degree or equivalent professional experience.
  • Proficient communication skills, capable of engaging with all organizational levels in a professional manner.
  • Experience in IT interfacing roles.
  • Comprehensive understanding of IT deployment in business contexts.
  • Strong knowledge of Microsoft systems and products.
  • Proven ability to deliver results within tight deadlines.
  • Capable of working independently as well as collaboratively within a team.

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