Help Desk Team Manager

management, decision making, communication, leadership, microsoft windows, microsoft exchange, o365, vmware, vsphere, vcp, microsoft hyper-v, san, netapp, copier, printer, firewall, windows desktop os
Full Time
Depends on Experience
Work from home not available Travel not required

Job Description

JOB SUMMARY

  • Service management position responsible for management and oversight of all service (external & internal technicians)

JOB QUALIFICATIONS

Skills:

  • Strong Management Skills
  • Administrative Skills
  • Internal Control Procedures
  • Decision Making Ability
  • Strong Communication Skills, Both Verbal and Written
  • Team Leadership Skills
  • Ability to Manage Multiple Priorities in a Fast Paced Environment

TECHNICAL KNOWLEDGE

  • Microsoft Windows Server 2008 R2 and Higher Microsoft Certifications a Plus
  • Microsoft Exchange 2010 and Higher
  • O365 Exchange Online
  • VMware vSphere 5.0 and higher VCP is a Plus
  • Microsoft Hyper-V 2008 and Higher
  • One or more SAN technologies NetApp a Plus
  • Experience with Printers and Copiers is a plus
  • Intermediate Networking and Firewall methodologies and hands-on experience
  • Windows Desktop OS Windows 7 and Higher
  • Hands on Laptop, Desktop, and Server Hardware experience
  • Experience supporting systems onsite and via a remote office

JOB DUTIES

The following job responsibilities are intended to reflect the major responsibilities of the job, but do not describe the minor duties or other responsibilities that may be assigned from time to time. Requirements are representative of minimum levels of knowledge, skills, and/or abilities. Incumbent will be required to satisfactorily perform all essential functions of the job.

RESPONSIBILITIES

  • Responsible for management of all technical help desk employees
  • Responsible for the oversight and management of MFD service department (Service Technicians)
  • Train all member of staff and implement all and any processes or internal control procedures as needed.
  • Responsible for staffing of all service and help desk positions while working with Human Resources on any employee issues
  • Ensuring all department customer service initiatives are met and held to the highest standard (daily, monthly metrics and customer satisfaction goals)
  • Effectively communicate and report to upper management on all key issues
  • Ability to work within an established financial budget to reach expected targets
  • Understand financial implications on all decisions for departments
  • Individually resolve all escalated service matters and have ability to effectively communicate to all customers
Dice Id : 908307sc
Position Id : 6332323
Originally Posted : 2 months ago
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