We are offering a contract to permanent employment opportunity for a Help Desk Manager in the office. The role involves managing the day-to-day operations of the service desk in the Information Technology industry. The Help Desk Manager will supervise the Service Desk Analysts, ensuring all support requests are handled effectively and efficiently.
Responsibilities
• Supervise the Service Desk Analysts and Senior Service Desk Analysts, providing guidance and support to ensure high-quality customer service
• Manage the daily operations of the service desk, ensuring efficient and timely handling of all support requests
• Develop and implement processes and procedures to enhance the efficiency and effectiveness of the service desk
• Monitor service desk performance, identify areas for improvement, and implement changes as needed to meet service level agreements (SLAs)
• Collaborate with other IT department members to ensure effective support for all IT systems and services
• Provide training and support to Service Desk Analysts, enabling them to effectively use the IT systems and deliver high-quality customer service
• Handle escalated support requests, collaborating with other IT department members as needed to resolve complex issues
• Act as a change agent, driving new firm initiatives
• Demonstrate strategic focus, defining goals and following through to achieve results
• Effectively manage a team of Service Desk Analysts, motivating, coaching, and developing them.
• Proven proficiency in Cisco Technologies
• Solid understanding and experience with Citrix Technologies
• Ability to implement and manage Cloud Technologies
• Familiarity with Dell Technologies
• Proficient in IT Service Management (ITSM)
• Experience with Active Directory
• Strong knowledge of Computer Hardware
• Experience in Configuration Management
• Proven track record in managing Deployments
• Experience in providing Deskside Support
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