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- Top 3-5 Technical Skills-they see. 50/50 mangement and hands once ticketing is in place then to automate process. 100 tickets per week onsite. Fresh Service implementation have Jira right now plus if he knows ITL knowledge, SLA's, KPI's service delivery and incident management. No degree is required.
- Project Scope/Details/Responsibilities -Help lead the help desk team
- Consult with staff to ensure that systems and applications are fully functioning.
- Maintain a tier-support and ticket delegation system.
- Documents changes of systems and applications.
- Constantly evaluate and improve the service desk ticket management lifecycle.
- Ensure all calls are promptly answered during business hours, and all tickets are logged. Establish and manage a process to ensure aging tickets are closed.
- Manage, administer, and maintain the service desk platform and incident management module.
- Manage a small team responsible for end-user support, including scheduling resources needed on and offsite to support all technical business operations.
- Provide tier 2 and 3 support to our customers as needed.
- HDI or ITIL certification is preferred.
- Experience with IT Service Management systems is a must.
- Experience with Microsoft Dynamics CRM is preferred.
- Excellent written and communication skills.
- Experience creating support documentation.
- Train and develop talent.
- 2-3 years of service management and technical support experience in a helpdesk environment is preferred.
- Bachelor's degree in computer science or information technology management is preferred.
- Prior knowledge of form design, building and maintaining dashboards, and reporting tools is required.
- Experience with Office365 environment is preferred.
- Demonstrated proficiency working in Microsoft network environments.
- Excellent Windows-based PC troubleshooting skills are required.
- Excellent customer service skills and ability to communicate effectively with people at various levels of technical knowledge.
- Attention to detail with an organized and systematic approach to work, documenting work in approved organizational systems, and the ability to analyze data for support improvement is a must.
- Flexible and able to deal with change and a busy workload.
- Able to prioritize workload and work with minimal supervision.
Helpdesk Manager - West Palm Beach, United States - Amtex Enterprises
Description
Job Title:
Helpdesk Manager
Location:
West Palm Beach, FL- Hybrid 4 days 1 work remote they only work 35 hours per week 8-5pm mon-thur and friday 8-3
Salary:
$60-80K
Interview process: 1st round with Team and 2 Final round.
This can be someone that is a manager or lead. Strong experience with KPI's, SLA's and ITL is required.
Reports to:
Director of Information Technology
Position Summary:
The Helpdesk Manager supports customers using a tier-support approach and ensures that the helpdesk department is the first technical support line.
technical aptitude, experience as a service desk supervisor or higher, and a desire to "own" customer incidents and requests for resolution.
technical escalate point of contact, and provides customer service and technical support through analysis and problem-solving via report measuring and incident management analysis.
Essential Duties and Responsibilities:
The duties and responsibilities described are not comprehensive, and additional tasks may be assigned to the employee occasionally at the Federation's discretion.
Qualifications and Success Factors
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