We're here to help.
In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.
We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.
It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.
Primary Duties and Responsibilities
Primary duties of the Technical Helpdesk Supervisor may include one or more of the following:
Oversees the delivery of day-to-day technical helpdesk efforts including receipt, prioritization, documentation, and resolution of information systems products and services.
Coordinates referrals to appropriate technical personnel for follow-up.
Oversees the process of maintaining daily logs and equipment malfunction reports.
Assists in the implementation of training priorities for technical helpdesk employees.
All other duties as assigned.
Primary duties of the Technical Helpdesk Manager and Technical Helpdesk Director may include the above duties as well as one or more of the following:
Plans and implements major initiatives related to the support center.
Performs complex feasibility studies, life-cycle analysis and cost/benefit studies.
Plans and establishes priorities and manpower utilization.
Selects and manages subordinates to achieve overall objectives.
May write or lead proposals that require a high level of functional or client expertise
Qualifications
Participates with other senior managers to establish strategic plans and objectives.
Makes final decision on administrative or operational matters and ensures operations’ effective achievement of objectives.
Experienced with managing large scale technical help desk operations.
Experience with help desk industry best practices.
Experience leading client outsourced domestic and international technical help desks is not required but is a plus.
Experience with managing a Point of Sale (POS) technical help desk is not required but is a plus.
Experience: see job desc.
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