Requirements
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5 years or more of IT service delivery experience managing Service Desk, Desktop Support, and end-user technology operations.
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Proficiency in IT service management, incident management, request fulfillment, escalation, and major-incident coordination.
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Experience with service metrics, SLA performance, backlog management, first-contact resolution, and operational reporting.
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Experience in endpoint support, asset lifecycle processes, onboarding, offboarding, self-service, and knowledge management.
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Experience with vendor management, resource planning, technology purchasing, cybersecurity, infrastructure, and application teams.
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Excellent verbal and written communication skills.
Responsibilities
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Direct Service Desk, Desktop Support, equipment services, incident response, and end-user request operations.
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Manage service intake, prioritization, escalation, major incidents, handoffs, recovery, and continuity processes.
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Lead support personnel through workload assignment, performance management, coaching, scheduling, and coverage planning.
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Track service health, backlogs, resolution trends, customer experience, capacity, vendor performance, and operational risks.
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Improve support procedures, knowledge articles, self-service content, asset handoffs, and cross-training practices.
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Coordinate issue resolution across technical teams, business groups, vendors, and leadership while providing service reporting.
Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.
Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
For more information about Resourcesoft and our services, please visit our website.
