Position: Help Desk Manager Location: Hartford, CT Job Type: Direct Hire
The Manager of IT Client Services is responsible for overseeing the day-to-day technical support activities of service desk operations to ensure users and business units are able to receive the appropriate support they require within expected service level agreement timeframes.
Day to day responsibilities include the managing the identification, prioritization, and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions across the agency.
The position is also responsible for planning, designing, and analyzing the organization’ s service desk according to best practices, while ensuring high levels of customer service quality and availability.
This individual will develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
The Manager of IT Client Services is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.
Performance metrics are tracked and reported on a regular basis.
The role will escalate problem resolution by giving in-person, hands-on support to end users when necessary.
In addition, the Manager of IT Client Services will review potentially new productivity tools the business would like to acquire and will evaluate and recommend tools based on current products already utilized within the health system.
They will also participate and provide recommendations on projects that may have impact to their area.
Strategy & Planning
Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
Develop and maintain policies and procedures that outline how problems are identified, documented, assigned and resolved.
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action, raises, bonuses and promotions when necessary.
Acquisition & Deployment
Prepare budget proposals and operational expenditure statements.
Collaborate with other departments to identify and/or procure Service Desk software for internal staff and external clients.
Conduct research on emerging products, services, protocols and standards in support of service desk technology procurement and development efforts.
Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
Ensure appropriate training initiatives for new and existing staff.
Purchasing and deployment tasks.
Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues that includes dispatching staff across our 250+ locations.
Develop and enforce request handling and escalation policies and procedures.
Track and analyze trends in Help Desk requests and generate statistical reports.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
Oversee development and communication of help sheets, usage guides and FAQs for end users.
Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies.
Oversee the development, implementation and administration of service desk staff training, procedures, and policies.
Train, coach and mentor Service Desk Technicians and other junior staff.
Manages to build a cohesive team and develops skill sets of staff effectively
Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Attend Change Advisor Board (CAB) meetings.
Monitor incident trends and anticipate potential problems for proactive resolution.
Other duties as assigned
Formal Education & Certification
Bachelor’ s degree in the field of computer science or business management - Required
At least 5+ years equivalent work experience in IT Client Service / Service Desk environment
Knowledge & Experience
Extensive application support experience with Healthcare Applications preferred
Extensive knowledge of computer hardware and software
Proficient working knowledge of a range of diagnostic utilities
Experience with desktop and server operating systems, and networking
Familiarity with the advanced principles of ITIL and Service Desk Best Practices
Experience building a cohesive team and managing staff effectively.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Exceptional analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Excellent written, oral, and interpersonal communication skills.
Strong communication skills, including the ability to be influential and persuasive stakeholders in a business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.
An ability to think critically about systems and to make adjustments consistently as needed.
The ability to manage time effectively while setting the tone of the team through modeling and leadership.
Queen Consulting Group is an equal opportunity employer. Our goal is to promote an environment that helps our employees and clients appreciate the benefits that diversity provides.
Meet Your Recruiter
Kristin Murphy Senior Technical Recruiter
Contact Kristin today about this great opportunity with Queen Consulting Group!