Help Desk Manager
Location:
Posted:
November 07, 2016
Reference:
01020-9500240529
Responsibilities IT HelpDesk Team Lead provides escalation and technical assistance to Tier I and II resources. The Lead is able to troubleshoot issues of a complex nature and monitor adherence to technical policy and procedure while maintaining Service Level Agreement. The Lead tracks, documents, and manages the resolution process in a timely manner, while effectively communicating status to maintain a high rate of user satisfaction. The HelpDesk Lead assists in the determination to 'transfer' or 'escalate' issues outside the HelpDesk when assignment rules are not clear. Essential Functions • Lead the HelpDesk team to provide 'best in class' customer service to our internal customers • Encourage and develop individual team members to grow personally and professionally • Manage and report against internal SLAs for response and delivery times • Develop KPI and provide regular metrics on Service Desk productivity • Maintain IT assets, including ordering, shipping and receiving of IT equipment • Participate in enterprise project teams • Responsible for escalations from internal customers and from the Service Desk team • Act as Queue Manager, including escalations to other IT teams • Maintain teams work schedule to maximize benefit to the business • Manage the creation of documentation, including Knowledgebase articles and diagrams • Respond to requests for technical assistance via phone, ticket or email as required • Installation and support of computer hardware and software as required • Ability to be on-call as needed • Ability to travel 10% For more immediate contact, please send resume at michael.uria@rht.com
A little about us:
Founded in 1948, Robert Half (NYSE: RHI) is the world's first and largest specialized staffing services firm.

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