Helpdesk/User Services Manager
Responsibilities:
Manage the direction and activities of the Level-1/Infrastructure helpdesk and user services organization. This includes the development of the support organization ensuring the resolution of incidents within user services and across the other infrastructure and application teams.
Design, develop, and implement processes to support, enhance and expand the Helpdesk/User Services function. This includes workflow, incident management, Problem management and Problem escalation.
Identify and Execute on opportunities to grow the Helpdesk into new Infrastructure and application areas
Responsible for the Prioritization of numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels
Provide excellent customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departm ents.
Provide regular dashboards/reports for management that measure the effectiveness of the User Services function against documented Service Level Agreements.
Requirements:
10+ years of experience in the Information Technology with a minimum of 5 years in technical support management, including people management
2+ years experience in a client facing call center, help desk or technical support environment, including front-line contact with customers via phone and e-mail with the proven ability to build and maintain an enterprise Helpdesk
Background in the development and management of local and remote support groups, international support groups, and 24x7 support operations
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
Familiarity with systems operations and management/monitoring Tools
Demonstrated organizational skills and ability to sustain productivity unde r the pressure of a heavy workload with multiple competing priorities and deadlines;
Demonstrated Written and Verbal Communication skills.
ITIL and/or Six Sigma training is highly desirable
Experience: 10+ years of experience in the Information Technology with a minimum of 5 years in technical support management, including people management
2+ years experience in a client facing call center, help desk or technical support environment, including front-line contact with customers via phone and e-mail with the proven ability to build and maintain an enterprise Helpdesk
Background in the development and management of local and remote support groups, international support groups, and 24x7 support operations
Extensive expertise in developing metrics to measure the effectiveness of technical support within the organization
Familiarity with systems operations and management/monitoring Tools
Demonstrated organizational skills and ability to sustain productivity under the pressure of a heavy workload with multiple competing priorities and deadlines;
Demonstrated Written and Verbal Communication skills.
ITIL and/or Six Sigma training is high ly desirable
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