Program Manager- Help Desk

 

As a leading national IT solutions provider, Pomeroy offers services that include outsourcing, application development, systems integration, and other maintenance & support services. The Company has a workforce of 3,000+ technical employees with the ability to plan, design, implement, and support all categories of its consulting, infrastructure, and lifecycle solution offerings. Pomeroy has clients within a broad range of industries, governments and educational organizations.


At this time, we are looking for a qualfied Help Desk Site/Program Manager for our client located in Pittsburgh, PA. It is a great opportunity for a career minded individual who has a broad range of Help Desk management experience at a client site!!!  This is a SENIOR LEVEL POSITION and will require at least 7+ years of MANAGEMENT EXPERIENCE IN THIS AREA!!!!!!!!!!This is a long term full time contract position with potential for the right candidate.Here is the job responsibilities and requirements for this opening:

 

The Site Manager directs day-to-day Help Desk operations and monitors resource performance, workload, scheduling, and task completion. The Site Manager acts as a liaison in providing multi-level communications to end users, management, and other service providers. Continual process improvements, process standardization, tools implementation, performance management communication and on-going staff development are also primary concerns.  The Site Manager aids in other relations, especially those relationships between customer sponsors and project team.  The Site Manager will identify areas within the environment where we can increase value and provide additional services. 


Job Responsibilities 
Provide quality Help Desk tiered Level 1 support overview for internal customers through the management and understanding of the day-to-day activities of the support areas Manage call tracking, problem resolution and escalation of support issues for problems reported to the Help Desk Maintain goals and objectives for Help Desk staff to meet the Service Level Objectives and Agreements Perform resource management functions including interview, hire, and provide orientation to new staff as appropriate; build teamwork; schedule staff resources; conduct performance management for all staff members. Coach, develop, and train subordinate personnel in their assigned functions Develop, enhance and document support procedures where appropriate and assure processes/procedures are documented, well communicated and followed by staff Execute and manage projects ensuring that client expectations are met or exceeded by following Delivery Site Management Methodology Monitor and report performance statistics against group goals Ensure the appropriate maintenance of the problem management system and generate appropriate management reports Maintain reporting for weekly status, special reports, and statistical analysis to client management and management.  Incorporate into this structure scheduled meetings with clients and management for project reviews Maintain communication structure to provide multi-level communications to client management, end users, other service providers and management to assure customer relationships are maintain to a high degree Coordinate the communication of changes, technical and procedural, that effect the end user community Maintain end user satisfaction mechanisms, feedback process and marketing measures

 

Job Requirements:

 7+ years experience in IT management, with strong working knowledge of managing a help desk or working as a Site/Outsourcing Manager for a large corporation5+ years experience managing a support services area with an employee base of greater than 25, which includes Help Desk, Deskside support, or Field Service management for internal or external customers with a strong emphasis on the Help Desk management experience Resource management experience Good interpersonal and team building skills Excellent oral and written communications skills, ability to communicate and work with senior management and staff Strong organizational skill Must be able to develop project plans and client presentations Ability to identify process improvements and requirements for continued growth without increasing the overall cost of the engagement Some experience in a sales related role with the ability to understand and identify new opportunities Customer service skills and experienced in client relationship management Strategic thinker, self-motivated and goal oriented Excellent troubleshooting skills Project management skills and experience Strong PC/LAN support, and Problem Management knowledge

 

 

RESPONSIBILITIES 


 

We need this qualified candidate NOW!  If your professional background is well suited and looking for a great opportunity, please email your MS WORD formatted resume with salary requirements to jdaly@pomeroy.com   Due to the high volume of resumes received, ony qualified candidates will be contacted. NO THIRD PARTY RECRUITERS OR SUBCONTRACTORS ACCEPTED!!!!