Randstad Service Desk Manager in Washington, District Of Columbia
Service Desk Manager
Thursday, October 13, 2016
The Service Desk Manager is responsible for leading the team (currently 3 technicians) that supports all end users (staff, volunteers, contractors, and others) in using the appropriate technology resources allocated to them. The incumbent will focus on measuring and managing high levels of service quality and end user satisfaction.
Respond to service requests in accordance with established service procedures and guidelines by performing diagnosis, break/fix, system rollout and replacement, user training, and access control for applications, systems and tools in accordance with Center policies.
Recruit, train and mentor and direct a competent, motivated and highly effective team of technicians. Develop and mentor team members to increase their contribution and further their career goals.
Research, procure, deploy, manage and track end user controlled technology (hardware and software) in response to end user needs and IT department strategy.
Manage ticket processing to ensure SLA compliance. Identify and diagnose common problems and propose, develop and implement remedies to alleviate symptoms or remove causes.
Design, develop, review and deploy process, standards and guidelines to ensure high quality, consistent service levels.
Monitor technology system health and usage address aberrations and abuse. Create reports
Responds to the needs and requests of management and staff in a professional and expedient manner.
Adheres to all employer policies and procedures.
C. SUPERVISORY RESPONSIBILITIES:
Position has supervisory responsibilities.
Responsible for carrying out supervisory responsibilities in accordance with the organization s policies and applicable laws.
Responsible for the overall direction, coordination, and evaluation of assigned unit, department, or group.
Responsible for interviewing, hiring, and training or causing the training of employees within assigned unit, department, or group.
Responsible for ensuring the performance management assessment for each individual within the assigned unit, department, or group is conducted and completed according to company policy no less than once every 12 months.
A Bachelor s degree in Computer Science, Information Systems, Engineering, Business or other related discipline, equivalent years of experience can be substituted for degree.
8+ years supporting a medium sized, complex organization
5+ years managing a Helpdesk/Service desk function
Experience with Microsoft technology including Windows, Exchange/Outlook, Lync, Active Directory, plus major ERP and CRM systems
Experience using and administering a sophisticated trouble ticket system (Zendesk preferred)
Experience with managing outsourced service providers
Minimum Skills and/or Knowledge Required
Hands on knowledge of desktop software running on Windows and Mac
Excellent troubleshooting and problem solving skills
Proven ability to partner with business leaders to provide appropriate technology solutions
Excellent written and verbal communication, particularly the ability to effectively communicate to non-technical audiences regarding technical matters
Pleasant outgoing manner and solution oriented attitude
PHYSICAL REQUIREMENTS OF THE JOB
Normal office environment, primarily seated, using computer, phone and other routine office equipment.
Other (please describe): Must work on-call for nights and weekends, extended hours may be required. Must be able to walk throughout the building to meet with customers and deal with IT issues.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to communicate in person and on the telephone. The employee is frequently required to use hands to finger, handle, or feel in order to operate computer keyboard, office equipment, and other essential tasks. The employee is frequently required to sit, stand, walk, bend, stoop, crouch, and reach with hands and arms. This position frequently lifts, carries, or otherwise moves and positions objects weighing up to 25 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel up to 5% may be required to Takoma Park and Watergate offices
Duties and responsibilities, as required by business necessity may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling and work location may be changed at any time, as required by business necessity.