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Helpdesk Manager
Consilio
posted 2mon ago
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Job Description
Job Summary: Responsibilities Qualifications
As a Global Support Services Manager, you will be joining a global team supporting customers worldwide. Leveraging your customer service skills, you will provide the highest level of service in resolving support issues and fulfilling requests. You will be working in a fast-paced and dynamic environment supporting a multitude of security layers and applications.
Essential Responsibilities:
- Manages the day-to-day activities for the Global Support Services technical operations service desk.
- Ensures the application of technology service delivery is consistent with overall client and user services strategy and service level agreements.
- In coordination with the client services, manage review, operations, and technology teams, establishes project plans for development of service standards, reporting, and tools for efficient use of resources.
- Ensures proper staffing levels are maintained for the technical operations service desk and that work is scheduled and allocated efficiently.
- Works collaboratively within team and in conjunction with Operations and Client Services teams on identification and implementation of process enhancements.
- Tracks and monitors service requests (tickets) and escalation trends and ticket closures and resolution rates.
- Produces reports to provide to leadership and track the teams progress weekly.
- Addresses and/or escalates non-conformance to established processes.
- Coaches and supervises employees, including executing performance management and providing growth and training and development opportunities.
- Facilitates team meetings to ensure staff is educated and up to date on latest issues.
- Actively participates in project management and communication of technical operations projects as they relate to technology requisitions and infrastructure growth needs.
- Participates in special projects and performs other duties as assigned.
- Responsible for managing the life cycle of problems and incidents.
Minimum Education Requirements:
Bachelor s Degree in business, Computer Science, Engineering or a related discipline and a minimum of five (5) years of experience in information technology, service desk, and/or project management; or equivalent combination of post-high school education and experience. Ability and willingness to work varied shifts, on-call hours, to include weekends and after-hours required.
ITIL Foundations Certification required with the first 90 days of employment.
Minimum Experience Requirements:
- Previous Desktop Support experience
- Customer support experience
- Active Directory
- Group Policy
- Virtualization
- Source Control
- Using scripts to complete complex or repetitive tasks
- Imaging and Deploying applications using an automated method.
Professional Experience
- Skilled in communicating effectively verbally and in writing.
- Skilled in problem solving and solution development.
- Managed high volume queues or call center environments.
Interpersonal Skills
- Ability to establish and maintain effective working relationships with internal and external clients.
- Ability to focus and deliver on clients needs while achieving desired business results.
- Ability to effectively work in a complex matrix environment representing unique legal industry managed service offerings.
- Ability to effectively manage projects that may vary in nature and scope.
- Ability to mentor, coach, train, and/or supervise employees, including the ability to foster an effective teamwork environment.
- Attention to detail.
Preferred Additional Experience:
- You have prior eDiscovery experience.
- You have Relativity certifications.
- You have CompTIA or A+ certifications.
- You have prior Citrix experience.
Consilio s True North Values
- Excellence
We strive to make every client our advocate - Passion
We DO because we CARE - Collaboration
We win together through teamwork and communication - Agility
We flex, adapt and embrace change - People
We value, respect and invest in our teammates - Vision
We create clarity of purpose and a clear path forward
Employment Type: Full Time, Permanent
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Strict timing
Monday to Friday
No travel
Day Shift
Consilio Benefits
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