Help Desk Manager

My client is a technology company offering a portfolio of products and services — Managed Network Services, Transaction Delivery Services, and PLM Solutions -- designed to help companies to more effectively manage the information flow between itself and its business partners.

Responsibilities

Staff Management

·         Train, coach, and mentor Help Desk Analyst and other support staff.

·         Coordinate work schedules

·         Complete performance reviews on time for people under direct supervision.

Metrics tracking and reporting

·         Track and analyze trends in Help Desk requests and generate statistical reports.

·         Prepare weekly/monthly performance reports for client management detailing trouble tickets, problem calls, and resolution metrics.

SLA Performance

·         Enforce established Help Desk service level agreements to establish problem resolution expectations and timeframes.

Process Improvements

·         Design and enforce request handling and escalation policies and procedures.

·         Analyze performance of Help Desk activities

·         Identify, recommend, develop, and implement help desk staff training programs.

·         Ensure cross-training of team across multiple products – PLM, MNS & TDS.

Customer Service

·        Manage customer expectations throughout the life-cycle of their incident, request, and/or complaint.

Requirements

4 year degree (IT preferred)

5 years Supervisory experience

Email your resume to steven@actionstaffing.net

Keywords:  IT, I.T., Information technology,  IT support, support manager, tech support, tech support manager, supervisor, administrator,  technical support manager, tech support supervisor,