Job Order Detail

Description

Primary duties will include:
-    Technical leadership for all Help Desk staff
-    Scheduling of staff for on-site and off-site support services 8am-5pm Monday through Friday with possibility of 24X 7 support in the future
-    Time tracking for all staff to support customer invoicing
-    Coordinates, prioritizes and manages the escalation of all Help Desk tickets
-    Ongoing ticket evaluation to identify trends and proactive resolutions
-    Manages the knowledge base and support scripts to ensure currency and accuracy
-    Implementing and enforcing a Quality Assurance process for all applicable Help Desk processes (closing tickets, knowledge base updates, etc.)
-    Developing processes for continuous improvement
-    Coaching staff on providing exceptional customer service
-    Managing the customer service survey processes
-    Ensures adherence to established Service Level Agreements (internal and external)
-    Provide daily, weekly and monthly metrics and status reports to leadership

Mandatory requirements include:
-    Five to seven years experience in Information Technology.
-    Minimum of 5 years experience in a Help Desk role.
-    Minimum 3 years experience in a Help Desk Supervisory or Manager role.
-    Proven experience with ITIL
-    Proven experience with various Help Desk ticketing systems
-    Proven experience with Help Desk knowledgebases and call script management
-    Proven experience with Quality Assurance protocols
-    Experience developing and leading a high performance team
-    Demonstrated experience providing a strong, engaging leadership style
-    Experience Human Resource activities such as hiring and disciplinary
-    Experience scheduling staff
-    Understanding of development environments and methodologies.