5185 - SHS IS HELP DESK MANAGER CUSTOMER S - Sinai Chicago

GENERAL SUMMARY:

This person is responsible for monitoring and managing the IS Help Desk and Support services. This includes managing, distributing and prioritization of tickets to appropriate personnel, monitoring SLA's and ensuring IS personnel are meeting these SLA's. This is a working management position and this manager should be an escalation point for the Help Desk. The Help Desk Manager should be able to support and train Tier 1 and Tier 2 personnel to continue growing their careers. This position is very customer facing and the person is responsible for customer escalations and direct communications with the customers. This position is HIGHLY focused on CUSTOMER SERVICE and COMMUNICATIONS.

ESSENTIAL FUNCTIONS AND DUTIES:

• Manage and support the Help Desk Team in day to day affairs
• Escalate more complex issues to appropriate team members.
• Track issues from open ticket to resolution using Help Desk ticket management system
• Ensure ticket response and resolution times are within SLA timeframes
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Set up and manage user accounts
• Deploy and support various user workstations
• Set up and install new hardware and software
• Assist users both remotely and at client sites
• Support handheld devices including iPhone, Android, etc.
• Support printers, faxes and scanners
• Create and update technical documentation
• Rotating On-call duties
• Perform other related duties and special projects as assigned by manager
• Arrange procurement of IT hardware and supplies for clients in a timely manner
• Interact with vendors and customers for the procurement of new systems technologies
• Ensure advance communication of service disruptions is delivered to users who will/may be affected during maintenance and outages
• Establish the processes for handling incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Develop and enforce request handling and escalation policies and procedures.
• Detailed knowledge of Service Desk best practices and tools
• Extended weekend and evening work may be required for production support, during implementations and to meet project deadlines.

MINIMUM EDUCATION: Bachelor Degree in Computer Science or related field required.

MINIMUM WORK EXPERIENCE:

• Minimum 5 years' experience managing an IT help desk environment
• Strong Microsoft Windows Desktop Experience
• Strong Microsoft Office Experience
• Strong Microsoft Server (2008/2013) Experience
• Experience with Active Directory, Group Policy, DNS/DHCP
• Strong Microsoft Office 365 and Microsoft Exchange Experience

KNOWLEDGE & SKILLS:

• Working knowledge and experience with network communications including firewalls, VLANs, VPN's, Routing and Wireless
• Understanding of web based concepts and technologies
• Ability to supervise a team of technicians and schedule/balance workloads
• Ability to work well with others in a collaborative and team environment
• Ability to prioritize effectively and to perform proactively
• Positive customer service and customer-friendly attitude
• Proven problem solving, troubleshooting and analytical skills
• Excellent written and oral communication and interpersonal skills
• Ability to understand and work in strict compliance with documented procedures
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to conduct research into issues and products as required
• Ability to present ideas in business-friendly and user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Must be able to work additional hours if needed
• Must be able to lift computers and related hardware

REQUIRED LICENSES, CERTIFICATES, REGISTRATIONS:

ITIL, A+, MCP, CCNA, CCNE Preferred

PI240086821