Description Oversee a team of IT Help Desk Technicians that provide Tier 1 technical support via phone, email, and in-person. Ask appropriate questions and use knowledge and resources to diagnose and resolve issues. Escalate issues that extend beyond span of control in a timely manner. Work in IT Service Management ticketing system to timely respond and appropriately document issue resolution.

Responsibilities and Duties

Manage all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions.

Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.

Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.

Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.

Design and enforce request handling and escalation policies and procedures.

Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Track and analyze trends in Help Desk requests and generate operational reports.

Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

Oversee the development, implementation, and administration of help desk staff training procedures and policies.

Document customer interactions and resolution.

Escalate issues to the next Tier with next level of difficulty.

Provide feedback on processes and make recommendations on areas to improve.

Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.

Adhere to all IT processes, policies, standards, and procedures.

Other duties assigned by management.

Qualifications and Skills

Proven track record of developing and providing Service Level Agreements and Help Desk deliverables

Solid relationship management and performance management skills

Ability to motivate and direct staff members and subordinates

Strong understanding of the organization's goals and objectives

Exceptional interpersonal skills, with a focus on listening and questioning skills written and oral communication skills

Available to work periodic overtime

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

An openness to learning new technologies

Works well under pressure

Good time management skills and ability to multi-task

Degree, Certifications, Licenses

Associate or Bachelor degree in computer science or related field, preferred - required

Prior relevant Service Desk work experience - required Requirements Team Management, Microsoft, Service Desk Management, Service Desk Tickets Technology Doesn't Change the World, People Do.®

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