Manager Of Desktop Support & Help Desk
Epix
New York, NYThis was removed by the employer on 11/17/2017 8:29:00 AM PST
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Full Time Job
This position will be support the New York City and London offices in all aspects of the day-to-day activities associated with Help Desk operations. The Manager will provide supervisory oversight of the team, as well as take the lead on critical issues and routine tasks as they are raised.
PRINCIPAL RESPONSIBILITIES:
• Manage the Help Desk staff and activities associated with the identification, prioritization, and resolution of reported problems using ITIL best practices.
• As needed, provides day-to-day support of PC/MAC hardware, software, printing and networking issues.
• Provides guidance and oversight of staff and reporting on SLAs and other analytics to management.
• Basic system administration of hosted VoIP solution (onboarding, changing features, moves/adds)
• Assigns technicians to various operations and directs their activities related to Help Desk tickets
• Prioritize daily activities of the team and QC work on critical and high priority
• Take ownership of client issues and escalate issue to appropriate IS managers as necessary
• Create, document, and update processes to resolve issues and improve processes
• Manage SCCM deployment of key software updates for all MGM computers.
• Act as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments).
• Other duties as assigned to support IT department
Basic Qualifications
SKILL REQUIREMENTS, EXPERIENCE AND EDUCATION:
• Bachelor’s Degree preferred or equivalent experience required (minimum of 5-7 years with 2 years in as a manager)
• A Certification required and/or equivalent combination of relevant education and/or experience
• Exceptional customer service, interpersonal skills, telephone etiquette, time management, and problem solving skills
• Deep understanding of computer hardware, operating system functions, and components
• Must be familiar with multiple makes/models of desktops and laptops, and be able to troubleshoot and escalate as appropriate
• Experience and ability to work both in a team setting and independently
• Mac OS X and Windows troubleshooting and configuration skills
• Mobile and tablet device troubleshooting and configuration skills (iOS and Android)
• Knowledge of Active Directory, Network Essentials, SCCM and Office 2010/Office 2016, VoIP systems and basic AV skills