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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| US Working Experience:- | |
| Current Location:- | |
| Willing to Relocate (Yes/No):- | |
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| Availability:- | |
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| Hourly rate on c2c/1099/w2:- | |
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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)
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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)
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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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