Manager

This is a 1 year contract;

Manage and drive the Service Desk support for internal and external customers for tier I and II. Maintain team objectives for 1st and 2nd level resolution rates and standard metrics for call center environment. Ensure adherence to ITIL best practices through coaching and mentorship. Provide training to all members of the team.

RESPONSIBILITIES:

·         Lead the activities of the Incident Management process.

·         Manages the team handling of incident volumes and ensures all captured information is handled accurately in accordance with the Enterprise Incident Management process.

·         Investigates and resolves complex and unusual incidents.

·         Manages and participates in the resolution of problems following ITIL best practices.

·         Manages and maintains the overall workflow of incidents that flow through the Service Desk.

·         Maintains client relationships for managing incidents.

·         Manages and maintains the escalation and notification procedures ensuring compliance with the Enterprise Incident Management process.

·         Manages and maintains ongoing communication regarding incidents, at all levels.

·         Participates in “on-call” support. Leads in projects related to Service Desk Level 1and II functions and processes.

·         Manages technical documentation and tools for Service Desk processes and procedures.

·         Maintains and audits the use of Altiris Client Management suite of products to deploy images and software to new and existing systems, and for support and inventory purposes.

·         Manages and maintains the process for daily support of standard desktop operating systems and software packages. Provides implementation and post implementation support.

POSITION REQUIREMENTS, EDUCATION, and EXPERIENCE:

·         College or university degree in Computer Engineering or Computer Science.

·         One of CompTIA A+, Microsoft Certified Desktop Technician or Microsoft Certified Systems Engineer certification.

·         3-5 years of related work experience.

SKILLS REQUIRED:

Strong:

·         Planning Skills.

·         Technical Documentation Skills Customer Support Skills.

·         Desktop architecture knowledge.

·         Desktop Operating System knowledge.

·         Analytical Skills Problem Solving Skills.

·         Communication Skills.

·         Facilitation Skills. Organization Skills.

·         Microsoft Office Skills.

·         Server administration /support. Network hardware administration / support. Information Security practices/techniques.

COMPETENCIES REQUIRED:

·         Customer First Teamwork and Collaboration Business Acumen and Straight Talk Results and Accountability Coaching and Leading Others