IT Help Desk Manager

Job Title: IT Help Desk Manager

Location: Onsite - Philadelphia, PA | Marlton, NJ

Duration: Full Time

Overview:

Our client is looking for a IT Help Desk Manager to join the team. Candidates will be required to be onsite 5 days a week and local to Marlton or Philadelphia offices. This role is a direct hire opportunity.

Job Summary:

Manage the day to day support of the IT Help Desk. Provide supervision, coaching, training and direction to the Helpdesk staff to ensure that customer expectations are met or exceeded. Provide daily, weekly and monthly reports as needed. Overall, you will be ensuring proper Service Delivery of all IT Services.

Responsibilities:

• Oversee the daily operation of the Service Desk staff.
  • Manage staff schedules.
  • Support network users in the areas of hardware/software/communications.
    • Unlock accounts and reset passwords when necessary.
    • Install software as needed.
  • Provide coaching and training to staff members.
• Act as an escalation point for staff members
• Manage the Ticketing System and underlying processes.
  • Assign and monitor tickets to staff and ensure SLA's are met.
  • Responsible for reviewing tickets for opportunities to automate and reduce calls by resolving the cause of repeat issues by "bumping up" training issues to the training department, implementing better procedures and/or having the provider remediate that source of the issue.
  • Maintain inventory database of client software and hardware.
• Ensure IT Service Delivery
  • Manage and schedule end user installs, upgrades, and deployments.
  • Procurement of hardware/software for end users and Stores.
  • Accountable for Onboarding and Offboarding processes for IT hardware, software, and user access.
  • Document all processes, procedures, and knowledge base
• Maintain Vendor Contracts
• Monitor and drive third party Vendors to meet SLA's
• Support with various 3rd party projects.
• Manage Projects
• Oversees the build and deployment of desktop "gold image" used for deployment in conjunction with IT Infrastructure and Information Security.
• Participate in Disaster Recovery Testing.
• Coordinates New Store Install of end user devices (PC's, Phones, Printers, etc.).
• Other projects or duties may be assigned.

Required Skills and Experience:

• 6+ years of experience in a help desk role.
• Must have a proven track record of successfully leading team and managing direct reports
• Change management experience
• Experience with Microsoft Office is required
• Experience using ticketing systems, Track IT ticketing system experience is a plus
• Must have experience doing password resets, user access, user terminations etc
• Experience working with bank platforms such as Fiserv, is a plus
• Ability to multi-task in fast paced and changing environment and remain organized
• Strong organization skills
• Proven ability to troubleshoot technical issues
• Excellent Customer Service ability
• Excellent communications skills, written and oral
• Competent problem solving skills
• Expert level experience in basic computer and software needs
• Strong working knowledge of network protocols
• Ability to perform job functions accurately and with attention to detail
• Ability to work independently
• Lifting/carrying up to 40 lbs.
• Sitting for long lengths of time in excess of 2 hours
• Standing for long lengths of time in excess of 2 hours
• Kneeling, bending , crouching are required for the essential functions such as filing, moving furniture accessing equipment's