Help Desk Manager Job in Oklahoma City 73134, Oklahoma Us
Vericrest Financial, Inc. is a privately held, premier financial services company primarily engaged in the servicing of residential mortgage and consumer finance loans. Vericrest Financial, Inc. is led by a seasoned team of financial services industry professionals who have over 20 years of experience in working with customers and investors. Our business operations are located in Oklahoma, New Jersey, California and Texas.
Summary of Position:
This individual manages the day-to-day tasks and job performance of the Service Desk Analysts and Technicians. Oversees the operations of the Service Desk function, ensures efficient, effective, professional, and prompt incident resolution and service request fulfillment in accordance with ITIL practices.
Principal Duties Responsibilities:
• Manage Service Desk line staff assignments to ensure appropriate resource levels to meet coverage needs for day-to-day workload and special projects/temporary efforts, accommodating training time, holidays, vacations, etc.
• Manage Service Desk line staff performance to ensure appropriate quality and productivity levels to meet agreed-upon service levels; produce and report on key performance metrics; provide individualized coaching and direction; train new staff.
• Manage Service Desk incident/service request work queues to ensure appropriate attention is paid to importance, urgency, and impact; identifies incident/request patterns and escalates to management; identifies complex/non-standard incidents and requests and ensures prompt escalation to appropriate areas of responsibility.
• Assist in the hiring of new staff; works with staff to establish and monitor individual development plans and periodic performance measurements; conducts performance reviews
• Identifies opportunities for continuous improvement of process, procedure, practice, and performance.
- Determine and manage SLAs
- Other duties as assigned
Business Knowledge and Technical/Analytical Skills:
• Assist with incident resolution and customer inquiries as necessary.
• Participate and assist in driving the knowledge management process.
• Lead and/or participate in internal Service Desk projects.
• Prepare the support team for new product/service releases.
• Assist in the professional and technical development of team members; monitor, mentor, coach and assist team members to deliver quality support.
• Assist the Manager, IT (Service Support and Delivery) with the preparation and administration of departmental budget and business plans and metrics.
• Assist in the creation, distribution and analysis of operational, business and financial reporting.
- Assist in development of SLA process.
• Results Orientation: The successful candidate will have a track record of achieving results and will exhibit a 'does what it takes' service attitude. Ability to multi-task and remain effective is mandatory.
• Customer Service: Service-oriented with an extensive customer support/service background. Adept at meeting customer and business needs. Able to understand, adapt to, and thrive in the high-pressure culture of a fast-growing company.
• Communication: Listens actively, asks appropriate clarifying questions, speaks articulately and persuasively, descriptively accurate, with timely follow-up. Communicates in ways that build trust.
• Technical Skills: Complete, in-depth understanding of personal computers, smart phones, and associated software and tools, including but not limited to: Microsoft Windows XP, Windows 7, Office 2003-2010, IE6, 7 and 8, Exchange, Active Directory, and WSUS; Symantec Endpoint Protection and Altiris; Axios assist; and the appropriate understanding of networking, telecommunications, data storage, and client/server technologies.
• Innovation: Recognizes issues and proposes solutions rather than dwelling on difficulties; life-long learner seeking to apply new knowledge in new ways.
• Continuous Improvement: Dedicated to continuous improvement of own and other's skills, processes, procedures, and metrics.
• Trust: Can be trusted to do the right thing.
• Problem Solving: Shows an interest in and ability for problem solving and analytical thinking, articulates a useful problem solving approach, knows multiple problem solving techniques, understands what questions to ask and how to get useful answers.
• Leadership: Can engage/inspire, calm, and communicate with staff, articulate service vision, plans and tasks. Leads by example.
• Administrative Abilities: Able to plan and execute tasks and projects, manage personal files and product/service information.
• Professional: Confident, knowledgeable, relaxed under stress, knowledgeable about industry organizations, trends issues.
• Writing Skills: Can write clear, concise, well-organized and grammatically correct e-mails, procedures, documentation, communication templates, and step-by-step instructions.
- English fluency a must, multiple language capabilities a plus.
Education Experience:
• High school diploma or equivalent required
• Bachelor's degree in computer science, information technology or related field preferred.
• Eight years' experience in a service or help desk capacity or related area, including some leadership experience in a support services environment
Division/Department : IT/PMO
Skills : Information Technology - IT Project Manager, Business Solution Manager
Offer Relocation : Maybe