Lead / Manager - Service Desk / Help Desk

One of our clients in Morristown, NJ is looking for a Lead / Manager for their Help Desk / Service Desk Support division.

Title: Help Desk / Service Desk - Lead / Manager

Location: Morristown, NJ

Hourly: $35 - $40 per hour

Duration: Long-term (Contract-to-Hire possibility)

Scope:

1. This exciting role comprises of managing a team of Level 1 & II techs and understand business requirements for a smooth business operation.
2. Should have strong ITSM/ITIL knowledge / experience
3. Hands-on with documentation and reporting

Responsibilities:

The Service Desk Support Lead / Manager is responsible for leading a team of IT service desk professionals charged with delivering a high-quality portfolio of IT services to all client’s employees and locations during normal business hours (M-F). Interaction with senior firm leadership is common, and thus strong interpersonal and communications skills are essential.

Requirements of the position:

Technical Attributes

• Hands-on Service Desk experience of minimum 5-7 years
• Should have 2-3 years of leading/managing a team of L1 & L2 Techs
• Experience in administration of Active Directory, Microsoft Office 365, Windows 10, PC & laptop imaging, Mobile Device Configuration, SCCM, Windows migration and hardware and software troubleshooting
• Experience with Service Now would be highly preferred
• High level of emphasis on customer satisfaction and communication
• CompTIA A+, MCTS certifications a plus

Management Attributes

• High performer within the customer service experience
• Ability to work autonomously, prioritize and self-manage time
• Possesses great expertise in effective communication between stakeholders, management and other senior authorities
• People Management and following chain of command is a key for this position