Help Desk Manager Jobs

I have a full time opportunity for one of our top tier investment management firms for a Help Desk Manager to lead the team. You will provide leadership and direction to their Service Desk (Team of 6 escalation engineers) to make sure tickets are being resolved, automation techniques are being put in place, and business processes are being followed.

This role will be hybrid, based in Midtown Manhattan for one of our top tier investment banking clients.

Responsibilities:

• Manage team duties, responsibilities and schedules and balance and plan the short-term actions of the team. Manage 3rd Party user support, contractors in regional offices.
• Observe and analyze service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.
• Oversee, manage collaboration efforts on firm-wide projects and rollouts with other teams in the department.
• Ensure the Service Desk is staffed, trained, and provided with the tools and resources needed to support the bankers and business function -- with timely resolution of tickets, escalation of issues, and efficient business processes.
• Coordinate with the Leads in the various regions to ensure smooth operation of the service desk. This includes understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• In coordination with the Executive Director, manage team resources – with an emphasis on talent development, coaching, training, and team morale.
• Coordinate, assign tasks and work streams related to departmental projects the Service Desk is involved with.
• Automation is key, having experience working with automation tools and automaton projects is ideal.

Qualifications:

• Experienced with ServiceNow Ticketing systems, and their reporting tools.
• Excellent written and verbal communication skills.
• 5-7+ years’ experience leading L2/L3 support team – including hiring, performance management, and day-to-day operations.
• Able to work effectively with internal resources, partners, administrators, clients -- and other management personnel.
• Knowledgeable of Imaging concepts via SCCM, Tanium, Acronis or Ghost for application distribution and O/S patching on devices and servers.
• BA/BS degree. Network+ and Security+ are optional plusses.
• Experience establishing, documenting, and managing business processes.
• Full understanding of Network concepts including DHCP, DNS, ICMP, SFTP, Active Directory, File Permissions/Structures, and Domains.
• Effectively lead and assist team members in utilizing their full potential skill sets.
• Automation experience is key (scripting, automation tools, etc)
• Well-rounded in using remote tools to support users: SCCM Remote Control, Connect Wise, Bomgar, RDP, MSTSC.
• Experience working in a white-glove professional services environment - financial services, investment banking, legal, or similar organizations.
• Good organization, collaboration, and team-building skills.

Lori Sklarski

Senior Technical Recruiter

PRI Technology

P: 973.732.5454 x27

C: 973.432.9968

F: 973.732.5456

[email protected]

www.pritechnology.com