Helpdesk Manager
Helpdesk Manager
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Job Description
Overview
Job Summary:
As a Global Support Services Manager you will be joining a global team supporting customers worldwide. Leveraging your customer service skills you will provide the highest level of service in resolving support issues and fulfilling requests. You will be working in a fastpaced and dynamic environment supporting a multitude of security layers and applications.
Responsibilities
Essential Responsibilities:
- Manages the daytoday activities for the Global Support Services technical operations service desk.
- Ensures the application of technology service delivery is consistent with overall client and user services strategy and service level agreements.
- In coordination with the client services manage review operations and technology teams establishes project plans for development of service standards reporting and tools for efficient use of resources.
- Ensures proper staffing levels are maintained for the technical operations service desk and that work is scheduled and allocated efficiently.
- Works collaboratively within team and in conjunction with Operations and Client Services teams on identification and implementation of process enhancements.
- Tracks and monitors service requests (tickets) and escalation trends and ticket closures and resolution rates.
- Produces reports to provide to leadership and track the teams progress weekly.
- Addresses and/or escalates nonconformance to established processes.
- Coaches and supervises employees including executing performance management and providing growth and training and development opportunities.
- Facilitates team meetings to ensure staff is educated and up to date on latest issues.
- Actively participates in project management and communication of technical operations projects as they relate to technology requisitions and infrastructure growth needs.
- Participates in special projects and performs other duties as assigned.
- Responsible for managing the life cycle of problems and incidents.
Qualifications
Minimum Education Requirements:
Bachelors Degree in business Computer Science Engineering or a related discipline and a minimum of five 5 years of experience in information technology service desk and/or project management; or equivalent combination of posthigh school education and experience. Ability and willingness to work varied shifts oncall hours to include weekends and afterhours required.
ITIL Foundations Certification required with the first 90 days of employment.
Minimum Experience Requirements:
- Previous Desktop Support experience
- Customer support experience
- Active Directory
- Group Policy
- Virtualization
- Source Control
- Using scripts to complete complex or repetitive tasks
- Imaging and Deploying applications using an automated method.
Professional Experience
- Skilled in communicating effectively verbally and in writing.
- Skilled in problem solving and solution development.
- Managed high volume queues or call center environments.
Interpersonal Skills
- Ability to establish and maintain effective working relationships with internal and external clients.
- Ability to focus and deliver on clients needs while achieving desired business results.
- Ability to effectively work in a complex matrix environment representing unique legal industry managed service offerings.
- Ability to effectively manage projects that may vary in nature and scope.
- Ability to mentor coach train and/or supervise employees including the ability to foster an effective teamwork environment.
- Attention to detail.
Preferred Additional Experience:
- You have prior eDiscovery experience.
- You have Relativity certifications.
- You have CompTIA or A certifications.
- You have prior Citrix experience.
Consilios True North Values
- Excellence
We strive to make every client our advocate - Passion
We DO because we CARE - Collaboration
We win together through teamwork and communication - Agility
We flex adapt and embrace change - People
We value respect and invest in our teammates - Vision
We create clarity of purpose and a clear path forward
Consilio LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race color religion sex sexual orientation gender identity national origin protected veteran status disability or any other legally protected status.
Required Experience:
Manager
Employment Type
Unclear
