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Presidio Networked Solutions, Inc. Manager, Employee Help Desk in Pittsburgh, Pennsylvania

Reference #: ff5cb270-2653-4136-a387-1bcd4de82f4cDescriptionCOME BUILD YOUR FUTURE WITH PRESIDIO!We know technology is the key to success in a connected world. The innovative solutions we provide our clients can unlock possibilities that transform their business. While technology permits that connection, technology without imagination and ingenuity cannot be effective. At Presidio, we know that it's our people that make the connections happen.WHY YOU SHOULD JOIN US? You will set your career on track for outstanding achievement with a company that knows no limits. Presidio is a leading North American IT solutions provider focused on Digital Infrastructure, Business Analytics, Cloud, Security and Emerging solutions.THE ROLE: Manager, Employee Help DeskPresidio is seeking a Manager, Employee Help Desk, to join our team in a remote capacity. This role has responsibility for operational and management related tasks for the Presidio Employee Service Desk. Primary focus is on daily operations by shift to ensure customer SLAs and expectations are met through effective queue management, task assignments and incident resolution. This role directly manages Service Desk technicians, coordinates with next level management teams and interfaces with operational partners when applicable.Key Responsibilities:Responsible for managing daily operations of the Presidio Employee Service Desk.Responsible for monitoring the task assignments and queues across assignment groups/shifts to ensure performance objectives and Service Level Agreements are being met; develop improvement plans where key measurements not being met.Provide regular status reporting to Executive management to keep them informed about KPI performance, issues, impediments, escalations and necessary resources.Serves as the Operational Management escalation point for end user escalations.Responsible for updating notifications for any wide-spread issues/outages.Work with next level escalation teams to support the development of operational processes and coordinate training for new application and service support.Develop operational reporting and implement action plans to achieve SLA/KPI targets.Responsible for assisting in the completion of Operational Readiness Reviews for onboarding newly supported applications and services.Responsible for the direct management of Service Desk Technicians.Responsible for completing performance and personal objective reviews.Responsible for providing additional review and auditing of individual Operational performance.Submits individuals to Operational Leadership for performance-based assessment and merit when appropriate.Performs new hire candidate review and interviews.Responsible for training and access management of new hires.Responsible for Operational Management reviews of Service Desk KPIs, key initiatives, process improvements and other staffing discussions.Basic Knowledge, Skills, and Abilities:Possesses proven leadership qualities within a complex operations environment.Excellent verbal and written communication skills.Strong client-facing skills and customer interface experience at the Manager level to drive customer satisfaction and handle issues when they arise.Experience with direct coaching and strong potential for people management.Strong production environment understanding and backgroundStrong adherence to SLAs and commitment to customer satisfactionStrong cost management and project management skillsGood organizational, supervisory and communication skillsAbility to work in fast paced environment.Required Skills:Full working knowledge of various components of IT infrastructure including remote access (VPN), desktop environments and wireless devicesKnowledge of ITIL Framework standards and methodologiesAdditional Desired Skills:Experience working with company proprietary software, and flexible to become proficient in supportingKnowledge of hardware setup, configuration, installation, support and repairKnowledge of vendor managementI

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