Help Desk Manager


Salary:

DOE

Location:

CENTENNIAL, CO

Date Posted:

May 3, 2019

Employment Type:

Full Time

Job Reference:

00610-0010914256

Staffing Area:

Technology & IT


Description
AREAS OF RESPONSIBILITY
? Responsible for the day-to-day operations of the service desk, including, but not limited to identifying,
researching, and resolving complex technical problems while keeping Director and CIO advised of progress.
? Creates and manages escalation procedures to maintain service levels.
? Responsible for scheduling and ensuring coverage of shifts.
? Responsible for the improvement of the existing support processes.
? Responsible for maintaining and improving ticket quality and customer service levels.
? Ensure the customer service target levels are being met and that the team is focused on developing the skills
to deliver consistent, detail oriented support to every customer.
? Responsible for coaching and mentoring Service Desk Analysts.
? Responsible for clear, frequent communication with team to discuss and improve key performance
indicators (KPIs).
? Responsible for overseeing weekly and monthly reporting, as well as the creation and distribution of KPI
reports.
? Handle all Service Desk escalations as primary contact point.
? Interface with other departments to resolve complex issues.
? Assist in identifying trends in call handling and customer-related issues for feedback and follow-up.
? Ensure management of crisis situations calmly and methodically.
? Responsible for end user hardware lifecycle and inventory.

WORK ENVIRONMENT

The primary environment for this role is an open office. Considerable business is conducted using the telephone and
computer technology. Travel may be required to stores 5% of the time.
Qualifications
? 5-7 years? experience in Service Desk roles, preferably with at least 2 years supporting a retail environment.
? 3+ years? managing or supervising Service Desk teams.
? Bachelor?s degree in Information Technology or related field, may consider equivalent combination of education and work experience.
? Demonstrated track record of improving and optimizing Service Desk processes such as inventory/asset management, tickets/service requests, and incident communication.
? Solid technical background, with the ability to support users of both Windows and Mac OSX.
? Strong troubleshooting skills, including problem isolation; ability to mentor and train other Service Desk Analysts.
? Demonstrated attention to detail.
? Demonstrated ability to prioritize and execute.
? Ability and willingness to adapt to a dynamic IT environment.
? Customer-service oriented with a problem-solving attitude.
? Demonstrated strong written, verbal, and interpersonal skills.
? Successful experience working with cross-functional teams.
Requirements
ITIL - IT Infrastructure Library, Microsoft Windows
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