Help Desk Manager
Company: AMS Staffing Inc.
Posted on: March 22, 2020
Please send a resume in Word format to PNOETLINGSATTEL2.COM
mailtoPNOETLINGSATTEL2.COM If you are interested in this Helpdesk
Supervisor opening in Greenville, SC 29601. Salary for this
full-timepermanent role is in 70K-80K range + AWESOME BENEFITS.
Sign-on bonus and relocation assistance available. AMS Staffing
offers referral fee bonus should the person be hired If yoursquore
not interested, please pass along to your colleagues. JOB
DESCRIPTION The Help Desk Manager will be responsible for
delivering technical support over phone and email for our global
client. You will be responsible for managing a team of 11 analysts,
24x7 operation that supports 60 remote sites2,200 end-users in the
United States, Canada, and Mexico. You will have people management
responsibilities including identifying top talent, managing
day-to-day operations, scheduling, performance evaluations, serve
as an escalation point and assisting in the technology roadmap.
Provide first level management support and direction to Help Desk
Staff. Supervise, mentor, coach, train and lead staff, conduct
performance evaluations, develop professional growth opportunities
and initiate corrective action. Oversee scheduling, prioritization
and timely completion of Help Desk related activities and projects
including scheduled and unscheduled technology service downtime and
rollouts. With a focus on ITIL best practices, monitor and report
on continuous improvement goals against Key Performance Indicators
that include (but not limited to) Help Desk Analyst Scorecard,
Average Speed of AnswerAbandoned Call Rate, First Contact
Resolution, Mean Time To ResolutionTicket Aging, Agent Utilization,
Ticket QualityCustomer Satisfaction. Handle technical escalations
from other Help Desk analysts. Participate in, or project manage
projectstasks assigned for the Help Desk. Work with other
technology teams including Site Support, Applications
Infrastructure teams and meet regularly with Help Desk Manager and
participate in process and procedure improvement discussions.
Participates in new application testing and special projects.
Provides excellent customer service and practices total contact
ownership from acknowledgment to closure. Four-year technical
degree or equivalent work experience 6+ years Help Desk experience
in an enterprise environment. 6+ years Microsoft product support
experience including Windows 10, Windows 7, Microsoft Office Suite.
2+ years supervising a team of five or more. Superior customer
serviceinterpersonal skills (both oral written), superior
multi-task and time management skills, independent analysis and
strong problem-solving skills. Excellent sense of urgency,
attention to detail and the ability to triage incidents, problems,
tasks, and projects quickly. ITIL Foundations v3, Help Desk
Institute (HDI), MOS certifications preferred. Document Management
System support experience and Mobile Device Management experience
is preferred. All qualified candidates, please send an updated
resume to Microsoft Word format to pnoetlingsattel2.com
Keywords: AMS Staffing Inc., Greenville , Help Desk Manager, Executive , Greenville, South Carolina
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