IT Help Desk Delivery Manager

  • location: Spring, TX
  • type: Contract
  • salary: $35 - $40 per hour
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job description

IT Help Desk Delivery Manager

job summary:
Title: IT Help Desk Delivery Manager

Location: The Woodlands, TX 77480

Duration: Open ended contract with no end date

Start Date: Interviewing immediately and start date ASAP (flexible with 2 week notice)

Shift: Primary daytime with responsibility for 24/7 support including On Call 24 x 7

Job Description

  • Manage and provide tactical and strategic guidance to the Randstad Technologies (RT) Team in a 24x7x365 Help Desk environment, ensure they are informed of any changes which could potentially impact customer support, and be On Call 24 x 7.
  • Ensure the team utilizes the appropriate tools and processes in order to provide world-class customer service and maintain high job standards focused on quality, accuracy, and efficiency.
  • Identify and implement continual improvements to drive profitability and provide a higher level of service. Forecast cost (including OT) and revenue on a weekly basis.

Skills Required
Degree in a computer-related field of study or equivalent experience

- Industry and/or professional certifications

- Familiarity with Information Technology Infrastructure Library ("ITIL") and ITSM

- Customer Service or Business Leadership training with 5 or more years' experience

- Change resilience to thrive in a constantly changing dynamic environment with frequent interruptions

For immediate consideration contact

JoMarie Mercado

Technical Recruiter - Solutions

Randstad Technologies

3011 Internet Blvd, Ste 300

Frisco, TX 75034

Main: 817 615 9878 or Cell: 817-223-4260

location: Spring, Texas
job type: Contract
salary: $35 - 40 per hour
work hours: 8am to 5pm
education: Bachelors
Providing leadership and personnel management

- Serving as the primary point of contact for the client's functional manager

- Ensuring that the team is adhering to client Service Level Agreements (SLAs)

- Monitor and manage the incident queues associated with the Compute technology to ensure incidents are being resolved within Service Targets

- Developing and maintaining service performance reports and dashboards

- Serving as an escalation point in the resolution of incidents

- Developing initiatives to increase operational efficiency and improve customer satisfaction

- Identifying incident trends

- Presenting Weekly Status report to the client's management team

- Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues.

- Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

- Determine root cause of issues and communicate appropriately to internal and external customers.

- Train, coach, energize and mentor Service Desk Specialists (Level 1 / 2) including career development. Oversee staff activities.

- Builds/obtains (from other departments) training material for support staff.

- Builds internal and external performance reporting (measuring agent performance, team performance, and areas of opportunity)

- As needed, schedule employees working times and provide backup support.

- Provide data and reporting of KPI's, SLA's, and trends to IT department and others in ad-hoc, weekly, monthly and as needed.

- Drive Ticket Deep Dive and develop strategies for improvement.

- Work to make Service Desk the single source of truth and service delivery channel for IT.

- Monitor and manage phone queue (participating in escalated calls as needed)

- Oversee the Knowledge base and ensure top quality solutions are available to the staff.

- Develops Service and Business Level Agreements to set expectations and measure performance.

- Develops an effective and workable framework for managing and improving customer IT support in the organization.

- Advise management on situations that may require additional client support or escalation.

- Bachelor's Degree and technical management experience preferred.

- 3 to 5 years of experience managing Help / Service Desks

skills: - Ability to interface directly with client management to ensure that SLAs met, serve as an escalation point, and provide performance reports/status updates

- Excellent planning, interpersonal, problem solving, leadership skills are required.

- Excellent communication skills, including verbal, written and presentation are necessary. Active listening skills are required.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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