Manager Help Desk

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Helpdesk Manager
Located in Santa Monica, CA
We are seeking a dynamic, experienced IT Help Desk Manager. Responsibilities include overseeing all IT Help Desk functions and staff, ensuring users receive timely, courteous, and helpful assistance. This includes managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of all Help Desk functions.
A focus on metrics is important, as providing regular reporting on key statistics, such as customer satisfaction, response time, call abandon rate, open tickets, etc. is a critical part of the job. The Help Desk Manager also develops, implements, and oversees policies and procedures to ensure consistent service levels and quick resolutions. This individual will also be responsible for Identifying and implementing improvements to continuously improve upon key metrics.This manager will manage the Help Desk team to provide outstanding customer service to users
 across the company.
Responsibilities:
Managing and providing leadership for the team while providing hands-on support for complex technical issues.
Develop and manage team work schedule to effectively provide support 7 days a week
Develop and manage service strategy to mitigate hardware, software, and network issues at the user level
Assist with communicating all scheduled and unscheduled outages
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
Analyze metrics, Monitor trends and provide weekly IT Help Desk metrics and performance/status reports
Manage Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes
Develop policies and procedures that outline how problems are identified, documented, assigned and corrected
Carry out supervisory responsibilities such as interviewing, hiring, and training team members; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems
Manage additional technology projects as needed or assigned
Requirements:
5 years of Help Desk Management experience in maintaining and supporting applications and supervising Help Desk Technicians
Experience with Desktop– Windows/Mac, MS Office, Internet Explorer, SharePoint, Forefront Protection
Experience with Broadband VPN connectivity (Cisco client, SSL), VOIP Phone systems, and Mobile support
Understanding of LAN/WAN environments, and Networks
Experience with Google Enterprise Apps, Microsoft Windows 2003/2008 server, Active Directory, Office Products, and Anti-virus detection software and removal
Strong analytical persuasion and negotiation skills

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