Manager Central Help Desk

Job Description: Manager - Central Help Desk The Manager - Central Help Desk

The Manager - Central Help Desk is responsible for leading a team of Support Analysts focused on the timely and accurate resolution of Disney Mobile Guest related issues, System User Administration requests, Partner system outages/failures and Retail Order Entry issues. This role will be responsible for staffing the Central Help Desk with qualified candidates and ensuring they have the appropriate tools, processes and training required to perform their role to the best of their ability.

The Manager - Central Help Desk will also be expected to become familiar with all Disney Mobile products and services in additional to the Operational Support Systems (OSS) and provide subject matter expertise to the Support Analysts as required. The Manager will also be responsible for developing the Analyst's work schedule to ensure adequate Help Desk coverage during the required hours of operation.

The Central Help Desk Manager will provide the critical interface between Disney Mobile's front-line call center and all of the Disney Mobile Partners. This Manager will ensure a detailed level triage is performed on all Disney Mobile Guest issues by the Help Desk Analysts and that all issues are managed to resolution.

Job Responsibilities

A typical problem issue for the Senior Support Analyst consists of:


Ticket Escalation from Tier-1 Call Center castmembers (Possible problems)

Diagnose complex technical issues and involve appropriate partners to speed problem resolution

Update the problem record upon problem or request resolution, or escalation.

Provide follow-up status to end-users in accordance with specified support policies and procedures

The Manager will also identify Key Performance Indicators (KPIs) for the Central Help Desk and ensure will use the Disney Mobile Trouble Ticketing Solution to monitor and report on the performance of the Help Desk. The Manager will also monitor the response times of each Disney Partner to ensure that Performance Service Level Agreements (SLA's) are being met by each partner. The Manager will also be expected to report on the performance of each partner.


The Manager will be responsible for ensuring that Help Desk Processes and Procedures are clearly documented, communicated, and approved through all necessary parties. As familiarly with ?typical? Disney Mobile problem and issues emerge, the Manager will ensure technical solutions are added to the Disney Mobile call center knowledge base in order to enable other Tier-1 and Tier-2 Analysts to more quickly resolve (or prevent) future occurrences of the issue.

Required Qualifications

Management/Coaching of Help Desk Analyst's 60%
Vendor Issue Management 10%
Procedure Development/Documentation 30%


8+ years experience in a multi-tier support organization.

Demonstrated experience in managing and mentoring direct report employees

Experience in the Telecommunications and/or Wireless industries.

Ability to diagnose and resolve a broad range of technical problems.

Must have strong problem solving and communication skills.

Occasional local travel and occasional on-call escalation support.

Must have experience with Help Desk support systems such as Mercury ITG/Kintana, Remedy, Peregrine ServiceCenter, Oracle Enterprise Help Desk, etc.

Experience with workflow/business automation tools such as Mercury ITG/Kintana, Oracle Workflow a plus.

Demonstrated knowledge in the applications, technologies, protocols, and business processes for an MVNO.

Review and validation of partner estimates for individual requirements or overall release deliveries.

Experience coordinating the implementation of wireless applications and support systems.

Experience managing partners or product suppliers in the delivery of products and services.

Experience managing Mean Time To Repair (MTTR) objectives and identifying continuous improvement opportuniti