Position00197 Help Desk Manager
City, StateNYC,NY
CountryUnited States
Salary150-160K plus bonus
Contact NameSteve Silvi

• Manage and oversee all aspects of the Help Desk daily operations, including establishing objectives and initiatives • Create and implement policies and procedures based on the company’s goals and objectives • Plan, coordinate and manage the activities of the Help Desk team with an on-going focus on enhancing customer relationships • Improve efficiency and consistency by identifying opportunities to automate both routine and complex tasks • Build and maintain a hardware independent desktop image • Build and maintain an automated software deployment platform • Analyze call and ticket data to assess customer service performance and provide weekly statistical reports on Help Desk performance • Create software packages for distribution through an automated deployment platform • Evaluate, document and identify gaps in current process and build remediation plans to ensure excellent customer service • Manage Help Desk team, including: o Plan, prioritize and delegate work tasks o Create and conduct employees’ training and development plans o Conduct monthly performance reviews based on service and production o Provide direction to team to ensuring accurate and clear follow up on open tickets/issues o Management of team schedules (nights, weekends, shifts) o Provide feedback regarding service failures or customer concerns o Dispatch IT Field when necessary • Review, track and analyze tickets to point of resolution in a timely manner, including: o Reduce the number of inbound / abandoned calls as well as tracking and resolving top call issues o Follow up with End Users after issue is closed o Identify root cause to ensure permanent issue resolution • Respond to customer inquiries and problem solving in a professional and effective manner • Communicate and ensure the proper resources and tools are available for quality customer service • Handle complex and/or escalated Help Desk issues • Maintain in depth working knowledge of systems and processes

RequirementsSkills and Experience

• Bachelor’s Degree required with 7+ years’ of applicable experience • Understand all services and applications, staying abreast of any technology that may be beneficial to the company • Excellent communications skills

Physical Requirements / Working Environment and Conditions

• Ability to maintain a high level of visual attention and mental concentration for significant periods of time as required by preparing and analyzing data, test results, computer hardware and software, etc. • Ability to manipulate necessary office equipment, computer software, hardware and equipment • Ability to perform the following physical activities, stooping, reaching, standing, walking, feeling, talking and hearing • Physical requirements of exerting up to 80 lbs. of force occasionally, and/or up to 30lbs of force frequently, and/or a negligible amount of force constantly to move objects • Occasional travel required • Frequent communications, occasionally for extended periods, by telephone • Provide phone and in-person support on a daily basis, including a rotating schedule of weekend/evening support • Monitor all emails throughout the day, evening and weekend and respond to a high-volume of calls and emails in real-time outside of normal business hours • Follow up on all late night/morning log issues