Manages and Monitors the processing of incoming calls to the helpdesk via telephone, incident portal and e-mail to ensure courteous, timely and effective resolution of end user issues; Tracks and analyze trends in Service Desk requests and generates statistical reports and documentation; helps develop and maintain Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
Supervises, assigns work, conducts performance evaluations, and directs the activities of assigned personnel on a daily and project-by-project basis; Oversees assigned support staff and ensure that end users are receiving the appropriate assistance, including the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of help desk functions.
Ensures that assigned support staff has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction; ensures that customer complaints are resolved in a professional manner; educate customers about organization’s products or services; Contributes to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Supports managers and business owners to define systems goals, and identify and resolve systems issues; works closely with Infrastructure and Application Managers on projects and critical issues; performs moderately complex analyses related to existing or proposed technologies, leading to new or revised procedures. Recommends and implements changes in equipment, business systems, and procedures.
Reviews and monitors enterprise systems; takes appropriate action and responds to alarms/alerts per agency policy and procedure. Responds to “production down” problems on 24 hour basis.
• A related Bachelors' degree with 2 years of progressive IT experience or a related Technical/Associate's Degree with 4 years of progressive IT experience, and
• Three (3) year’s team leadership, supervisory or management experience; or
• Any combination of education, training, and/or experience equivalent to the minimum qualifications stated above.