IT Help Desk Manager
Randstad's Technology Support Solutions (TSS) is responsible for the successful delivery of industry leading client engagements related to Service Desk, Call Center, Desktop and Mobile support managed services. This senior level Director position is responsible for ensuring service excellence across all client site TSS engagements, with a strategic focus on Service Level Agreements and contract adherence, client satisfaction, continuous service improvement, profit optimization, expansion of services, and cost containment.
Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. 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.
location: Mechanicsburg, Pennsylvania
job type: Contract
salary: $28 - 42 per hour
work hours: 8am to 5pm
education: No Degree Required
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. As needed, schedule employees working times and provide backup support. Interact with internal and external customers.
Provide data and reporting of KPI's, SLA's, and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will 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)
Typical call center/ Helpdesk experience. Must be able to type 40 WPM and be able to talk and type with good customer service skills.
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.
skills: Manage vendor relationships as it depends on daily operational needs. PO review and approval/budgeting responsibility. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
Understanding of outsourcing, able to professionally conduct Weekly/Monthly/Quarterly phone calls or in person meetings. Able to produce professional looking reports. Fast working environment.
ITILv3 foundations, HDI Manager, Microsoft, or other Service Desk (Help Desk) related certifications are a plus.
Must have Help Desk/Service Desk Manager experience. Outsourcing is a plus.
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.