Global Desktop Support Services Manager recruitment
This position involves the management of desktop support for approximately 1000+ end users, globally. The position requires a logical and structured approach to management, troubleshooting and decision making with an emphasis on superior customer service.
The Global Desktop Support Services Manager will:
- Provide a high level of customer service by executing methodologies and processes to improve call resolutions, manage expectations and develop strong and stable internal relationships
- Successfully manage a team of support specialists (including headcount) and coordinate job schedules and accounts for time and cost allocation
- Manage executive support team to the highest standards
- Supervise help desk operations and serve as focal point for customer concerns
- Provide training and coaching for Help Desk technicians
- Measure and track help desk metrics and streamline on-boarding processes and procedures for new hires
- Research and develop new processes to increase deployment process quality and performance
- Implement and test desktop prototypes, perform installation quality assurance tests, and assure consistency with standards
- Develop and communicate desktop standards and deployment methodology
- Ensure the reliability and quality of the desktop design through proactive measures
- Utilizing deployment software and other utilities, be able to report on workstation/laptop devices including PC specifications, PC usage, deployment success, and software usage/metering
- Create installation packages for new installs and upgrades
- Develop test plans for new software and hardware implementation
- Additional responsibilities may be assigned
The ideal candidate will have:
- 5+ years of experience in managing a Help Desk, with strong customer service results
- Experience in Engineering and/or supporting Windows desktops in a banking or financial services environment (specifically a trading environment)
- A bachelor’s degree with additional ITIL training preferred
- Excellent communication, organizational and prioritiziation skills coupled with the ability to work effectively at and with all levels of the organization
- The ability to work on weekends and after-hours as necessary, especially during security incidents and emergencies
May 5, 2012
• Tags: Global Desktop Support Services Manager recruitment, Information Technology careers in the USA • Posted in: Financial