IT Service Desk Manager

Frontline, IT Service Desk, Citrix VDI
Full Time
Work from home not available Travel not required

Job Description

The ideal candidate will have 5 or more years managerial experience on an IT Service Desk of a company with at least 500 employees, paired with excellent Windows PC & Citrix VDI troubleshooting ability.  Proven leadership of frontline support staff including offshore.

Job Details:

  • Who & Where we support:

    • Support all of the company’s ~2,000 people throughout U.S. remotely via call center-style support, and ~200 people locally in our headquarters facilities

    • Work location in Plano, TX (80%) with some weeks covering office in Lewisville, TX (20%); candidates must be able to commute to these sites

  • What we support:

    • Support of All General Business Technology from phones to printers to VDI to Windows PCs

    • Must have strong Windows environment troubleshooting skills

    • Two thirds of users operate in Citrix VDI environment; Citrix VDI troubleshooting experience helpful

    • Operates as a gatekeeper for escalations and complex issues

    • Plan and coordinate work schedules and rotating on call for support staff

    • Handles Tier 2 escalations through to resolution, either by self or by working with peer IT department teams

    • Service Now experience strongly preferred

  • How we support:

    • Manage and develop team of Tier 2 support analysts while delivering a best in class customer experience

    • Escalation support while building processes, procedures, and self-service help to the company

    • Comfortable with walk up Executive/C-Level end user support as needed. Local Meeting support as needed

    • You will partner with Tier 1 IT Service Desk which is in India; mentoring, coaching, and increasing knowledge of Level 1 colleagues

    • Eager to learn, energetic team builder

    • Strong technical documentation and cross training skills

    • Lead team projects that enhance the quality and efficiency of the Service Desk

    • Documents all work completed into the appropriate call-tracking and incident management systems, including a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution

Dice Id : 10114130
Position Id : 291277
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