IT HELP DESK MANAGER

IT HELP DESK MANAGER

1200 South Ave, Staten Island, NY 10314, NY
10208039
11-29-2017
or
Intermedia Group has the following open position with one of our clients:
 
 
JOB TITLE: Help Desk Manager
DEPARTMENT: IT
LOCATION: Staten Island, NY
TYPE: PERAMENT SALARIED with full benefits
CLIENT: Large Retail Chain (Corporate HQ Based Position)
 
 
SUMMARY
  • Manages and oversees all aspects of our client’s Help Desk policies, objectives, and initiatives.
  • Develops and establishes procedures and policies covering customer correspondence and the handling of customer complaints.
  • Plan, co-ordinate and manage the activities of the Help Desk team to maintain and enhance customer relationships and meet company objectives.
 
JOB DESCRIPTION
Help Desk:
  • Create and implement policies & procedures based on the company’s goals and objectives
  • Coordinate and manage Help Desk projects and initiatives
  • Evaluate, document, identify gaps in current process and build remediation plans to ensure excellent customer service across member stores. Identify areas where current processes can be either consolidated or eliminated
  • Provide weekly statistical reports on Helpdesk performance
  • Conduct monthly Help Desk Analyst performance reviews based on service and production
  • Analyze call and ticket data to assess customer service performance:
  • Provide direction to Help Desk team to ensure accurate and clear follow up on open tickets/issues
  • Reduce the number of inbound / abandoned calls
  • Top call issues - Who calls / why
  • Dispatch IT Field when necessary
  • Management of hours (nights, weekends, shifts)
  • Review, track and analyze tickets to point of resolution in a timely manner:
  • Reduce amount of time it takes to solve an issue
  • Follow up with stores after issue is closed
  • Identify root cause to ensure permanent issue resolution
  • Provide direction to Help Desk team to ensure accurate and clear follow up on open tickets/issues
  • Manage the daily operations of the Help Desk
  • Respond to customer inquiries and problem solving in a professional and effective manner
  • Provide feedback regarding service failures or customer concerns
  • Ensure the proper resources and tools are available for quality customer service
  • Plan, prioritize and delegate work tasks to ensure proper functioning of the Customer Service Department
  • Assist Help Desk in troubleshooting issues that require special handling
  • Handle complex and/or escalated Help Desk issues
  • Responsible for Help Desk employees’ training and development plan
  • Maintain in depth working knowledge of systems and processes
  • Meet budget requirements
  • Perform other related duties as assigned
 
EDUCATION:
  • Bachelor’s Degree in IT related field
 
SKILLS & EXPERIENCE
  • 5+ years of Help Desk Experience in a Supervisor capacity
  • Customer service experience
  • In-depth knowledge of customer service principles and practices
  • Proficiency in MS Office applications
  • Proficiency in Service Now and/or applicable systems
  • Excellent written and verbal communication skills
  • Excellent problem analysis and problem-solving skills
  • Decision making
  • Planning and organizing
 
If you are interested in pursuing this opportunity, please respond back and include the following
  • Full MS WORD Resume
  • Current and required compensation
  • Current contact information
  • Availability
Upon receipt, one of our managers will contact you to discuss in full
 
 
Zeke Goulbourne
INTERMEDIA GROUP, INC.
131 Varick Street
New York, NY 10013
Voice: 212-248-0100

Email: zekeg@intermediagroup.com

 

Recruiter Contact

Jason Denmark
INTERMEDIA GROUP, INC.
131 Varick Street
New York, NY 10013
Voice: 212-248-0100
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