Excel Partners, Inc.

Helpdesk Manager

5 days left

Fairfield County, Connecticut
$100,000.00 - $120,000.00
Sep 09, 2016
Oct 03, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Our client is looking for a Manager End User Supporter to join the IT service desk team.This position plays a key role in the overall IT service management strategy including evolving incident and problem management processes, request fulfillment, and documentation. Required Skills Provide leadership across the enterprise Service Desk services(Desktop, Operations): Demonstrate superior customer service as defined through customer satisfaction. Manage an outsourced Level 1 service desk, ensuring performance meets or exceeds contracted SLAs. Follow up on missed SLAs, ensuring appropriate controls and documentation are in place to avoid reoccurrence. Manage team responsible for providing level 1 system availability monitoring, triage and escalation. Take ownership of all customer service desk interactions including the tracking, quality, and timeliness of incidents and service requests Provide strategic leadership to team and possess a "roll up your sleeves" mindset whenever necessary. Responsible for assuring internal users are provided efficient and timely IT support on a 24x7 basis. Provide IS leadership team with status reports and propose solutions to any issues and/or challenges identified. Manage critical customer incidents through effective communication, appropriate activities, and escalation Build and maintain collaborative working relationships with service owners and business process owners with the goal of improving the overall service desk effectiveness and organizational effectiveness Ensure all service-level agreements are met. Update service level agreements and develop new service level agreements with technology and business leaders to improve IT response to technical problems and business requests Effective deployment and management of enterprise resources, including equipment standards and purchases. Provide leadership and mentoring for the enterprise desktop computing and Operations support teams: Manage an on-site support staff in ensuring service availability and providing quality support and service to our user community. Performs staff scheduling to ensure coverage during normal business hours and on-call support as required. Provide leadership to team through effective mentoring, coaching, training and support relevant to service desk activities and career goals Effectively lead service desk team ensuring team and individual performance goals are met Conduct performance evaluations, bonus recommendations, hiring and disciplinary responsibilities, and coordinates training requirements of Service Desk personnel. Lead by example to create an environment that is conducive to a high performing culture Provide leadership in implementing an ITIL based problem management program Development, design, and deployment of standards, policies, and procedures in order to effectively support the IT incident and problem management goals Provide leadership during critical downtimes, aligning resources and ensuring stakeholders are kept informed of the current situation Provide leadership for key project initiatives that provide value to the organization: Define and ensure the practice of management and operational processes and procedures necessary to support Data Center operations including, Backup and Recovery Protocol, Disaster Recover Protocol, Monitoring and Reporting of server / network capacity / performance, Monitoring Datacenter environmentals, racking/stacking/cabling, print report work order management and distribution, etc Enhance server monitoring capabilities, triage and escalation processes and procedures to provide advanced alerting and notification Provide leadership for key project initiatives Manage and align resources in completing deployments of new technologies. Required Experience Bachelor of Science in MIS/CSC, or equivalent work experience. Minimum of 8 years in Information Technology (IT) operations and/or Service Desk management. Minimum 3 years of supervisor role with IT individuals Hands on experience with fast paced, technical environment. Excellent customer service skills are required. Familiarity with Service Desk and asset management processes and software packages such as Remedy Expert knowledge of current technologies and hardware capabilities of personal computers and PDAs Pluses: Microsoft Certifications in Windows Desktop/Server Operating systems ITIL certification