The primary focus of this position is to provide leadership for the Help Desk team. Leading the team to ensure goals are achieved and maintained.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Monitor and analyze Help/Service Desk performance metrics
- Assist in managing team qualitative and quantitative goals and key SLAs
- Identify problem areas
- Track and analyze trends in Help/Service Desk requests
- Utilize company application for ticket reporting and various office suite applications with efficiency
- Devise and deliver solutions to enhance quality of service and prevent future problems
- Ensure the team is providing the best possible service
- Manage the processing of incoming support requests to ensure courteous, timely, and effective resolution of end user issues
- Coordinate and/or perform hands-on fixes at the desktop and server level
- Assist with escalations.
- Assist with Team day to day business, training and development
- Research emerging Help/Service Desk products, services, tools, and practices
- Build sustainable relationships with peers and stakeholders alike
- Additional duties assigned by Management
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- Minimum 5 years help desk and Systems Administration experience
- Be able to work weekends/holidays/nights for on-call rotation
- High School Diploma required (College degree preferred)
- Team Lead / Supervisory experience required
- Excellent verbal and written communication skills
- Hands on experience and proficiency with Microsoft O365 suite of applications
- Windows Server 2008 & 2012 experience required
- Active Directory & Group Policy experience required
- Windows 10, and troubleshooting OS/application issues
- MacOS, and troubleshooting OS/application issues
- Multifactor authentication management & deployment in Office 365
- Networking concepts & best practices, including routers, switches, VLANs, wireless, etc
by via developer jobs - Stack Overflow
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