Helpdesk Manager

Yoh has a contract to hire opportunity for a Helpdesk Manager to join our client in Rome, New York.

Possession of an active Secret Security Clearance or the ability to obtain one is required as a condition for employment.

Job Responsibilities:
- Assigns, and directs work and establishes priorities; coordinates efforts to expedite workflow and ensure work is completed in a timely fashion and in accordance with established policies and procedures.
- Monitor performance metrics to measure helpdesk effectiveness and productivity
- Monitor productivity and quality, and maintain optimal staffing at all times to ensure that services level agreements are met as agreed upon.
- Point of contact for client escalations and operational issues
- Develop team effectiveness through coaching, communication, motivation and mentoring
- Build and motivate a strong and cohesive team that is customer-focused and possesses the technical competence to deliver services that meet or exceed the needs of the organization.
- Direct ongoing work focused on continuous process and structure improvements to achieve maximum cost savings and performance efficiency.
- Identify, analyze and communicate trends.
- Conduct assessments/audits service delivery performance objectives to identify opportunities for improvement, correctives actions and mitigation strategies.
- Effective time management and multi-tasking skills, as well as strong interpersonal and communications abilities are essential.
- Attends client meetings providing feedback and suggestions.
- Organize, direct and oversee the day to day activities of the User Services group to ensure quality customer service.
- Design policies and standard operating procedures, job aides and checklists.
- Monitor service calls and emails to observe help desk staff's demeanor and technical accuracy to ensure courteous, timely, and effective resolution of end user issues; provide feedback as needed.
- Research and stay current on IT service best practices and serve as a subject matter expert in these areas.
- Experience with measuring and tracking team performance metrics/SLAs (ie First Call Resolution, Abandon Rates, Talk Times, Avg Speed to Answer, Trouble tickets, Service requests and Change Requests).
- Provides training on operational procedures.
- Monitors and oversees desktop support problems and resolutions to determine trouble trends.
- Recommend changes to Remedy call tracking software to better serve the organization.

Job Qualifications:
- Bachelor's Degree in IT-related discipline preferred five (5) plus years as a Help Desk Manager.
- Intermediate ITIL Certification Ability to effectively communicate complex messages to diverse audiences at all organization levels.
- Experience leading teams of Tier 1 and Tier 2 IT support groups.
- Must be available to work between the hours of 7AM - 5PM. Proven ability to work in a fast paced, team environment.

Preferred Job Skills/Education and Experience:
- Successful, proven experience applying ITIL in a Help Desk/Desktop Support Environment Experience with Remedy software.
- Experience with a DoD Help Desk operations.

Discover all that's possible with Yoh. Apply now.

Yoh is a professional staffing provider with over 70 years of experience in the short- and long-term staffing services industry; visit our website to learn both about our company and about our Recruitment Process Outsourcing services.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

Tax Term: CON_HIRE_W2

J2W: INFOTECH

J2WVETJOB

Ref: 1019946

YFS/Aviation: IT & Telecom