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Help Desk Manager

Company: AMS Staffing Inc.
Location: Greenville
Posted on: March 22, 2020

Job Description:

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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