Service Desk / Help Desk Manager

Your Opportunity

What you are good at

• Coaches and develops subordinates to achieve goals and objectives. Additional supervisory responsibilities include staff selection, performance appraisals, assisting with training and development.
• Provides direction to technical support staff within a sound organizational structure where employees understand their roles and the work is clearly defined.
• Uses metrics and data driven decision-making to arrive at correct tactical decisions and process improvement.
• Manages NSD involvement in large and complex projects including identifying key objectives, risks, and drivers, and creating plans to handle those elements. Manages and coordinates tactical issues with partners on individual initiatives. Defines scope, objectives, and results. Coordinates and ensures success with business and enterprise partners.
• Takes initiative in new or challenging situations.

What you have

• Proficiency using the Microsoft Office suite of products.
• Requires experience in dealing with large-scale information systems projects and service delivery. Excellent problem solving and analytic skills to effectively address the needs of customers.
• 8 - 10 years of IT helpdesk/service desk including supervisory experience or a combination of education, training, and progressive work experience.
• The ability for periodic travel to meet with staff, enterprise customers, and peers.
• Ability to articulate a vision and goals for the staff and organization. Demonstrated ability to empower and develop staff to perform with a very high mentality around providing great customer service.
• On call rotation for 24x7 management support is required.
• Must have experience handling problem escalations and notifications and works well in a fast-paced and dynamic environment.
• Current information technology technical knowledge is preferred. A background in call center operations, ITIL Foundational or Professional certification is a plus.