We are looking for a strong Service Desk Manager to support our largest healthcare client.
Top Three Skills Required:
1. Enterprise level Service Desk Management Experience (meaning 5,000 users +) for 5+ years
2. Windows 7 environment experience (hardware and software troubleshooting - service desk, ticketing system)
3. Reporting (Knowledge Base, Que Reporting based off ticketing system and Outage or Escalation management)
General responsibilities will consist of:
•Supervision of Service Desk Staff during Assigned Tours
-Serving as point of information and direction for questions or inquiries from Service Desk Analysts
-Addressing urgent staffing issues, such as identifying fill-in staff when necessary, and reallocating responsibilities
-Facilitating conflict resolution when necessary between staff, clients and management
-Conducting team meetings, communicating recommendations for improvement as necessary and providing status reporting to the Consolidated Service Desk Director
-Completing any shift administration responsibilities, such as reports, communications, hand-off
-Providing assistance in troubleshooting technical issues, and liaising with technical support
* Management of Level 1 Service Requests from Report to Resolution
-Receiving, prioritizing, documenting and actively resolving end user help requests
-Answering calls or e-mail contacts within the required service level time frame
-Triaging requests to ensure accurate transfers and escalation, per service level agreements (SLA)
-Tracking open tickets and monitoring ticket progress per SLA, close ticket items when resolved
-Following escalation and paging procedures to ensure SLAs are being met
* Providing Support and Services to Users, Seeking to Resolve as Many Calls as Possible
-Checking the knowledge base for known errors and communicate updates, information
-Providing support for issues related to password resets, MS Office, Windows, as well as some issues related security access, printer queues and business applications
-Meeting or exceeding organization's tier 1 closure goal
-Identifying problems for submission to problem management process
-Performing root-cause analysis on IT and end-user support issues; evaluating documented resolutions and analyzing trends and developing appropriate technical or training solutions to prevent repeated future problems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.