[9914MSCRMCV] Full-Time Opportunity || SERVICE DESK MANAGER || Denver, CO-Atlanta, GA

Hello,

 

Thank you for applying role of  SERVICE DESK MANAGER.

 

Please find the job description again & sand me the details ASAP:

And Updated Profile.

 

Since it's a urgent role also confirm once you get the offer after an interview within 48-72 hrs , you will join this project.

 

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Candidate Details:
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Total Work Experience:-
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Current Location:-
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Hourly rate on c2c/1099/w2:-
Last 4 Digit Of SSN:-
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Year of passing Bachelor's Degree/ Masters:-

 

JOB POSITION:-   SERVICE DESK MANAGER

Location:  Denver, CO / Atlanta, GA

Duration:- Full Time

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JOB DESCRIPTIONS:-

 

Responsibilities:

·         Manage a team of Service Desk Technicians ensuring the desk is staffed properly to assist end IT users, establishing schedules, Capacity planning, setting priorities, providing support/direction and dealing with administrative issues as needed.

·         Assist in communicating all scheduled and unscheduled outages.

·         Coordinate with Level 2 and Level 3 support teams on incident and service request escalations.

·         Provide guidance and feedback to help others strengthen knowledge and skill areas needed to accomplish specific tasks or handle situations.

·         Set goals and clear expectations for each individual and maintain a relationship of ongoing feedback.

·         Lead the development of policies, procedures, or best practices and ensure they are implemented, communicated, followed, and maintained

·         Participate/lead project efforts. Communicate status with Support Services Director and with Leadership team.

·         Validate and enforce Service Desk SLAs.

·         Develop and implement metrics and associated reporting.

·         Build and maintain Knowledge repository.

·         Maintain a high level of employee morale within the Service Desk

 

Requirements:

·         Bachelor's degree in Computer Science/MIS related area from four-year College or university, or equivalent combination of education and experience

·         10 years of IT experience with 5 years managing a Help Desk and/or Service Desk Technicians providing support to a large Global firm.

·         Excellent written and communication skills.

·         Proven track record of successful staff development, leadership and team management.

·         Experience defining, implementing and reporting on SLA's

·         Proven experience implementing key support metrics that provide adequate information to Sr. Management.

·         Experience utilizing an incident and request management software and associated processes

·         Prior experience building/expanding a Service Desk Globally highly desired

·         Prior experience developing and implementing support plans for custom software and third party applications highly desired

·         Prior experience working with ITIL framework highly desired

·         Prior experience working on IT Service Desk preferred

·         Prior experience in Project Management / New business Transition preferred

·         PMP (Preferred)

 ===============================================

 

JOB POSITION:-   SERVICE DESK MANAGER

Location:  Denver, CO / Atlanta, GA

Duration:- Full Time

============================= 

JOB DESCRIPTIONS:-

 

RESPONSIBILITIES:

 

·         Provide a consolidated point of contact for providing Tier 1 technical support to the end users

·         Provide 1st level technical support for all IT related issues

·         Respond to trouble tickets via phone and email in a timely manner

·         Determine the scope of the trouble ticket and the responsible department

·         Research and resolve technical trouble tickets

·         Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal

·         Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures

·         Establish and maintain a professional relationship with customers, team members and department contacts

·         Cooperate with team members to provide the best customer experience possible

·         Provide quality customer service that exceeds customer expectations

·         Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided

 

REQUIREMENTS:

·         Associate's degree in Information Technology or equivalent related work experience

·         Minimum (2) plus years' experience in a technical support role

·         Ability to troubleshoot Laptop / Desktop / Peripherals etc.

·         Ability to troubleshoot using Remote desktop tools

·         Excellent customer service and communication skills

·         Ability to work under pressure and at a fast pace

·         Flexible to support voice, email and chat support

·         Willingness to work in a rotational shift 24*7*365

·         MCP (Preferred)

·         HDI Certified (Preferred)

·         A+ (Preferred)

=======================================

In case you are not looking for the change at this point of time please refer your colleagues, Friends etc.

 

Regards

Deepak

United Software Group Inc. 
565 Metro Place S. Suite # 110

Dublin, OH 43017 

Phone: 614-588-8591

deepak@usgrpinc.com

Gtalk:deep.cit71

YIM:deepak_cit22

 https://www.linkedin.com/profile/view?id=195002507

Fax: 1-866-764-1148

http://www.usgrpinc.com/

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