Help Desk Manager (HDM - PA/MA)
Description
We have an immediate need for a Help Desk Manager for a client of ours in the King of Prussia, PA. Frequent travel to the client site in Boston, MA is required.
Description of Specific Tasks:
Plan, manage and control the activities of the help desk to ensure all appropriate end user customer service levels are being met and maintained.
Develop, define, communicate, monitor and track methods of problem solving/escalation of issues to ensure a high degree of customer satisfaction. Measure, monitor and report on Help Desk performance.
Recommend, document and implement processes to improve operation of the Help Desk and ensure superior customer service.
Lead/Manage all aspects of Help Desk staff, including performance development and administering performance evaluations.
Lead and/or participate in team projects that enhance the quality and efficiency of Help Desk support.
Develop, define and communicate customer and technical service policies for product support by the Help Desk.
Optimize use of Help Desk technology including ACD and Remedy
Develop, define and communicate methods for trending customer problems and issues to ensure appropriate action is taken by the correct group to ensure resolution/improvement.
Institute continuous improvement
Description of Skills Needed:
Possess extensive knowledge of Microsoft Windows Operating systems including: Windows 2000 and XP.
Extensive knowledge of Microsoft Office Products.
Best practices, ITIL, STI, HDI SSPA certs preferred
Proven experience in IT/Help Desk management, planning, organization, and development.
Excellent understanding of Knowledge Management and Project Management principles.
Demonstrated ability to apply IT in solving business problems.
Proven leadership and team building ability
Ability to set and manage priorities judiciously.
Excellent written and oral communication skills.
Excellent interpersonal/customer services skills.
Strong negotiating skills.
Ability to present ideas in business-friendly and user-friendly language.
Exceptionally self-motivated and directed.
Keen attention to detail.
Superior analytical, evaluative, and problem-solving abilities.
Ability to motivate in a team-oriented, collaborative environment.
Excellent understanding of computer systems characteristics, features, and integration capabilities.
Training and Certification:
Some college or technical school required,
Bachelor?s Degree in Computer Science, MIS, IT, or related field preferred
Microsoft Office Specialist, Microsoft Certified Professional, Microsoft Certified
Desktop Support Technicians, Microsoft Certified Systems Administrator and/or Microsoft Certified Systems Engineer certification preferred
Help Desk Institute, Help Desk 2000, STI or SSPA certification preferred
ITIL certification preferred
Experience:
Minimum of 5 years senior level technical experience in a helpdesk/end user support customer service environment required. Minimum of 3 years in a supervisory/management experience.
Travel:
Travel will be required - 20% to 50%
About the company:
Vis.align is a professional services firm that is delivering business and IT integration challenges to a wide array of clients. We understand that it is people, not purely technology, that drive the success of IT implementations. Our proven process, developed and refined over a 17 year period, uniquely combines best of class technology with innovative Organizational Effectiveness (OE) methodologies producing reliable results, speed to implementation, and high performance human resources.
Our vision is to be the IT service provider of choice for firms who are seeking a flexible IT partner with full range of capabilities in managed network and desktop operations including skills in infrastructure and web enablement. Our customers include divisions of large organizations, regional firms, and global firms - all of whom are seeking high flexibility and commitment to value. Vis.align has offices in Philadelphia, New York, Washington, and Toronto and is an Equal Opportunity Employer.
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