job summary:
The IT Service Desk Manager tracks real-time web and mobile application transactions while delivering escalated support to the customer contact center. This role serves as a key liaison, identifying system issues, routing them to internal technical teams, and managing complex support tickets through resolution.
location: White Plains, New York
job type: Contract
salary: $30 - 35 per hour
work hours: 9am to 5pm
education: Bachelors
responsibilities:
Principal Responsibilities:
- Maintains broad visibility over system maintenance, service disruptions, and external events affecting daily IT operations.
- Monitors digital booking platforms for fraudulent transactions and executes appropriate mitigation actions.
- Oversees the accurate and timely processing of customer refund requests.
- Partners directly with the contact center to address complex inquiries from end-users and regional transport partners.
- Escalates technical anomalies and system bugs to relevant internal software and infrastructure teams.
- Coordinates directly with external transport vendors to implement routine schedule adjustments.
- Sets up, installs, and configures workstation hardware and peripheral devices.
- Delivers hands-on technical support for various end-user computing requests.
- Oversees macOS enterprise deployment and device administration using a central MDM solution.
- Offers clear, professional assistance and technical guidance to team members.
- Executes additional operational tasks and support functions as required.
qualifications:
Bachelor's degree.
5+ years of hands-on experience in service desk operations or desktop support environments.
Availability to work a flexible schedule outside standard business hours as operational needs demand.
Strong customer-centric mindset with a clear dedication to user support.
Demonstrated history of coordinating multiple projects and deliverables simultaneously.
Track record of maintaining high standards for customer support and ticket resolution.
Solid technical troubleshooting background addressing hardware and system failures.
Proven familiarity with modern desktop operating systems and standard office productivity software.
Self-starter capable of achieving targets and guiding teams through operational changes or complex projects.
Skill in synthesizing intricate technical details into straightforward, digestible summaries.
Effective interpersonal skills, with the capacity to communicate clearly and build consensus among key stakeholders.
skills:
mobile application,customer contact,Service Desk
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.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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