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Help Desk Manager

Summary:
BGI has the following Contract to Hire opportunity available with our direct client located in Lake Success, NY
 
Job ID/Number:
201710-1865
 
Posted Date:
10/20/2017
 
Job Location:
Lake Success, NY
 
Position Type:
Right To Hire
 
Division:
Information Technology
 
Description:

The Help Desk Manager’s role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
 

Responsibilities

 
Strategy & Planning
·         Establish and enforce Help Desk service levels agreements in consultation with end users to establish problem resolution expectations and timeframes.
·         Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
·         Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary.
 
Acquisition & Deployment
·         Prepare budget proposals and operational expenditure statements.
·         Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
·         Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
·         Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
 
Operational Management
·         Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
·         Design and enforce request handling and escalation policies and procedures.
·         Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
·         Monitor and test fixes to ensure problems have been adequately resolved.
·         Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
·         Track and analyze trends in Help Desk requests and generate statistical reports.
·         Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
·         Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
·         Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
·         Attend training seminars, conferences, and trade shows to broaden knowledge of current and future Help Desk issues and technologies.
·         Oversee the development, implementation, and administration of help desk staff training procedures and policies.
·         Train, coach, and mentor Help Desk Technicians and other junior staff.
 

Position Requirements

 
Formal Education & Certification
·         College diploma or university degree in the field of computer science, information sciences, or related field and/or 10 years equivalent work experience.
 
Knowledge & Experience
·         Exceptional knowledge of computer hardware.
·         Deep-seated experience with desktop and server operating systems, including Win 7 &10 
·         Extensive application support experience with Office 365, Service now and knowledge of MS SCCM
·         Working knowledge of a range of diagnostic utilities.
·         Demonstrated progressive experience in the management of a technical support team.
·         Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
 
Personal Attributes
·         Solid relationship management and performance management skills.
·         Ability to motivate and direct staff members and subordinates.
·         Strong understanding of the organization’s goals and objectives.
·         Exceptional written and oral communication skills.
·         Exceptional interpersonal skills, with a focus on listening and questioning skills.
·         Strong documentation skills.
·         Ability to conduct research into a wide range of computing issues as required.
·         Ability to absorb and retain information quickly.
·         Ability to present ideas in user-friendly language to non-technical staff and end users.
·         Keen attention to detail.
·         Proven analytical and problem-solving abilities.
·         Ability to effectively prioritize and execute tasks in a high-pressure environment.
·         Exceptional customer service orientation.
·         Experience working in a team-oriented, collaborative environment.
 

Work Conditions

 
·         Additional working hours as required.
·         Sitting for extended periods of time.
·         Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
·         Lifting and transporting of moderately heavy objects, such as computers and peripherals.
·         Some travel may be required.

 
 
 
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