Help Desk Director Jobs

Job Title: Help Desk Manager Company: Ancestry.com Location: Provo, UT Description: HELP DESK MANAGERAncestry.com Inc. is the world's leading network of family-focused interactive businesses — encompassing Ancestry.com, the Ancestry.com RootsWeb community, Ancestry.com DNA and Ancestry.com Family Tree Maker®, in addition to MyFamily.com, MyCanvas.com and Ancestry magazine. Our mission is to help people discover, preserve and share their family history.The Ancestry.com website is the world's largest online collection of family history resources. We are a global business with teams on the ground in eight countries with localized web versions available in nine countries. Ancestry.com provides convenient access to billions of historical records, in addition to millions of online family trees, historical photos and stories.Job Description:The Help Desk Manager will develop, lead, and motivate a team of Help Desk professionals to deliver excellent technical/non-technical support with issues related to (but are not limited to) operating system problems (Windows 2000, Vista, Office 2000/3/7, Macintosh OS), network troubleshooting, and application errors. The Help Desk Manager is also responsible for the corporate desktop including the rollout of new applications and services as defined by management and engineering.Key Responsibilities / Performance Requirements: Manage a team of Help Desk professionals, lead professionals, and supervisors/team leads. Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered. Responsible to pioneer use of Windows Vista and Office 2007. Learn, document and train others within the IT department on the new operations system and Office applications. Managing incoming requests from employees at all levels for technical support. Requests will be submitted via telephone, email or ticketing system. This position is a critical to facilitating Help Desk coverage 24x7x365; this will be accomplished by creating knowledgebase articles and cross-training other service personnel that work night & weekend shifts. Transform support requests into well-crafted tickets and dispatch to various support teams; ensure quality control. Work to resolve ticketed requests that can be done at-desk for remote users. Must be both able and willing to document problem/solutions in our knowledgebase to empower other team members. Develop and demonstrate an understanding of customer and business needs. Resolve escalated customer and vendor issues. Resolve daily issues of a complex scope that impact the team and overall business objectives. Manage Help Desk resources for optimal performance. This will consist of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off. Maintain a high level of employee morale within the team. Obtain equipment, tools, and space needed to allow team members to adequately support the customers. Prepare the support team for new product/service releases. Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.Required Skills: Impeccable customer service attitude and skills. Great verbal & written communication skills. Proven experience in technical support organization supporting employees and/or customers. Established experience in diagnosing and resolving technical problems with both software and hardware. Ability to learn quickly and innate desire to support others effectively. 5+ years of related IT experience. Macintosh knowledge required. Demonstrate knowledge and proficiency in troubleshooting. Experience with Terminal Services and Roaming Profiles. Exceptional working knowledge of desktop operating systems; Microsoft Certifications a plus. Solid working knowledge of desktop applications especially Windows 2000 / Vista and Office 2000/3/7. Good working knowledge of networked printers. Solid knowledge of networks and hardware / software programs are required.Interested? Here’s how to apply:Begin your online application by submitting your resume to Register to View Please reference HELP DESK MANAGER in the subject field of your e-mail. Working for Ancestry.comAncestry.com is a profitable, growing company with a positive, high-energy environment. Together, our dedicated teams are harnessing the power of technology and using it to simplify the way people connect with their families and their unique legacies. Our work environment is fast-paced and challenging, but also extremely exciting. You’ll work with a team of passionate, engaged individuals. We offer excellent benefits and a competitive compensation package. For additional information regarding our benefits and career information, please visit our website at www.ancestry.com/careers.Ancestry.com Inc. is interested in you and we are dedicated to building a diverse workforce with equal opportunities for employment.

Job Title: Service Desk Manager Company: RiseSmart.com Location: Orange, CA Description: Normal0 falsefalsefalse EN-USX-NONEX-NONE MicrosoftInternetExplorer4 /* Font Definitions */ Register to View -face Register to View -face /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal .MsoChpDefault .MsoPapDefault Register to View Section1 div.Section1 --> /* Style Definitions */table.MsoNormalTable  The St. Joseph Health System (SJHS) is an integrated healthcare delivery system sponsored by the St. Joseph Health Ministry and organized into three regions: Northern California, Southern California, West Texas/Eastern New Mexico.SJHS provides a full range of care from facilities including 14 acute care hospitals, home health agencies, hospice care, outpatient services, skilled nursing facilities, community clinics, and physician organizations. SJHS maintains a "continuum of care," matched to the diverse needs of the urban centers, smaller cities and rural communities in three states. For the third year in a row in 2009, the Gallup Organization awarded the St. Joseph Health System its highest honor– the Great Workplace Award.  SJHS provides exceptional benefits, opportunities for advancement and relocation within the system.The St. Joseph Health System is comprised of four core values – Service, Excellence, Dignity, and Justice– and are the guiding principles of all we doCurrently, SJHS is building an enterprise-wide IT function that will play a critical role in supporting the organization.  This IT build is strategically positioned to drive technology based improvements in SJHS’s operations, particularly at a time where technology is becoming a more integrated and foundational part of how health care is provided to patients.Manage all aspects of Service Desk operations staff supporting users of PC software, hardware and local area networks, as well as the Security Access Team, and all aspects of Access Management in a distributed environment. This position will manage multiple locations, with both employees and contract staff. ·         Champions the ITIL Incident, Problem, Change and Access Management, processes as well as the Request Fulfillment process.·         Serves as the end user advocate to all Resolver groups, ensuring that issues are addressed immediately·         Understands P&L and assists with financial forecasting and budgeting·         Develop and deliver performance reviews·         Administer salary and employee recognition·         Design and maintain Service Desk and Access Team scheduling and attendance·         Coordinate professional and technical development·         Develop costs associated with development, delivery and maintenance of Service Desk services·         Identify opportunities for improving the delivery of services  ·         Knowledge of technical support of organization·         Knowledge of the ITIL Framework·         Demonstrated management of a Service Desk in a distributed environment·         Excellent oral and written communication skills·         Significant success at building efficient and effective teams·         Outstanding customer skills·         Self-starter; motivated to learn and operate independently·         Clear understanding of HR policies and procedures for Supervisors /Managers·         Provides direction and leadership to staff·         Knowledge of healthcare organization Education:  Bachelors degree or equivalent work experience Experience: 7 - 10 years of experience in IT information centers; 1 - 3 years management experience; budget responsibility; strong leadership and interpersonal skills License / Certification: ITIL Fundamentals v2 or v2, Service Desk Management certification If  you are an excellent problem solver, an effective communicator, results-oriented, and highly customer focused, we’d like to hear from you. Excellent compensation program and benefits provided. SJHS is an EEO/AA Employer. For more information please contact Lucia Coppedge at Register to View    See Job Description

Job Title: Global Service Desk Manager Company: Schawk Inc. Location: Chicago, IL Description: Global Service Desk ManagerJob Code: 1665Division: SDSLocation: DES PLAINES, IL USTravel Involved: 0-10%Job Type: Full TimeJob Level: ExperiencedEducation: Bachelors Degree or Equivalent Skills: Account Management ->Presentations, Project Management, Client ManagementCategory: Client Services,Information SystemsSchawk, Inc., (NYSE: SGK), is a leading provider of brand point management services, enabling companies of all sizes to connect their brands with consumers to create deeper brand affinity. With a global footprint of more than 60 offices, Schawk helps companies create compelling and consistent brand experiences by providing integrated strategic, creative and executional services across brand touchpoints. Founded in 1953, Schawk is trusted by many of the world's leading organizations to help them achieve global brand consistency.Schawk Digital Solutions (SDS), a subsidiary of Schawk, Inc. is a leader in the development of content-centric technology and solutions. SDS serves the consumer products company, retail, pharmaceutical and media and entertainment industries with software and services that help these companies create compelling and consistent brand experiences. By aligning workflow technology with strategic business objectives, SDS products such as BLUE, MPX, MediaLink, Envision, RPM (Retail Performance Manager), and CPM (Campaign Performance Manager) empower companies to transform their graphic workflows to achieve a competitive advantage in the marketplace. Headquartered in Chicago, SDS has offices in Los Angeles, London and Singapore.Job SummarySchawk Digital Solutions is looking for a fulltime salaried ServiceDesk Manager to work in our Des Plaines office. You must have atleast 5 years of IT Service Desk/Help Desk experience to apply. Youmust have excellent client facing and communication skills. ITILexperience is also required. Note: This Service Desk providessupport for users of a global, web-based software application and theservers used to host that software. This Service Desk does NOTsupport user desktops.Job Responsibilities* Manage a global team of Service Desk Employees toconsistently accomplish performance metrics including customer SLA's,FPR's, resolution rates, utilization and customer satisfactionperformance requirements.* Manage a Service Desk capable of not only handling Incidentand Request Management but also to provide an interface forother activities such as change requests, software licenses,service-level management, configuration management, availabilitymanagement, and IT services continuity management.* Ensure that Customer process / procedure documentation suchas SOP's, Work Instructions, etc. are maintained, and followedby the Service Desk* Proactive actions to seek service improvements whereneeded and to eradicate any unacceptable levels of service.* Manage escalations* Ensure that all Service and Operating Level Agreements arebeing met and improved globally.* Provide analysis and reporting internally to IT Managementon the status of the Service Desk and the relationship with thecustomer.* Provide ongoing Service Management support to customers(both internal and external).Qualifications / Requirements* Educated to Degree level in Information Technology orScience* At least 5-10 years of experience working in an IT/Serviceenvironment.Experience in ITIL Service Management utilisingITIL standards* Consummate Customer liaison skills, with a dedicated andpositive attitude* Good proven experience in Incident and problem management andbusiness relationship management. A good grounding in customerrelationship management is required.* Experience of working in an environment where ITIL is beingdeveloped is essential.* Drive forward the design, implementation and management of afirst class service support model into a rapidly changingorganisation, design and* implementation of KPI?s, OLA?s and SLA?s, Service Catalogue,business reporting, regular reviews and service delivery.* This Service Desk provides support for users of a global,web-based software application and the servers used to host thatsoftware. This Service Desk does NOT support user desktops, butgeneral knowledge of both Windows and Mac Desktop operatingenvironments is required.Personal Performance Factors* Integrity/Ethics - deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys good news and bad.* Perseverance - targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership/motivation.* Adaptability/Flexibility - Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, and adjusts plans to meet changing needs.* Teamwork - Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.* Initiative - Tackles problems and takes independent action, seeks out new responsibilities, acts on opportunities, generates new ideas, practices self-development.To submit your resume for this job, select how you heard about the job and then click the "Submit Your Resume" button below.How did you hear about this job?--AquentCareerbuilderCareernet.comCraigslistCreative GroupCreative HotlistCurrent EmployeeDiceDirect SourcingEmployee ReferralFriend/Word of MouthHotJobs.comJob FairJobFoxMonster.comNot SpecifiedOtherOther Job BoardOur HomepagePrevious EmployeeEmail this job to a friend!Your Name: Your friend's email address: Jobs similar to this one* Our system found the following job(s) that closely match the job above. The job(s) below are listed in order of relevance. The higher the relevance score, the better the match. Click on the job title to view the job's details.* Click on theicon to view more jobs that are similar to that particular job.Relevance Division Job Code Job Title Location Date Posted539 SDS 1665 Global Service Desk Manager DES PLAINES, IL 60018 12/07/09452 Retail Marketing 1695 Industrial Engineer CHICAGO, IL 60602 12/15/09446 Retail Marketing 1655 Account Manager BEAVERTON, OR 97005 11/19/09433 Anthem Worldwide 1555 Senior Account Manager SAN FRANCISCO, CA 94108 08/13/09413 Retail Marketing 1719 Project Manager, Business Acquisiton CHICAGO, IL 60602 12/21/09OR(NOTE: You need to have an account created in order to refer someone. Clicking this button will allow you to login if you are a returning user or create a Resume Profile if you are a first time user.)Applicant Tracking Software

Job Title: Help Desk Manager Needed !!!! Company: The LaSalle Network Location: Chicago, IL Description: Help Desk Manager Needed!!!!LaSalle is proud to partner with a professional services firm to aide in hiring a Help Desk Manager in their Downtown Chicago Office.This position will support their 3 Chicago, Illinois facilities - located in Chicago and working with technology in other regions of the United States.The core responsibilities and technical skills required are outlined below:- 6 years of experience working in a help desk / call center- 3 years of experience in a Help Desk Management role- Management duties required:o Managing staff, schedules, merits and evaluationso Coordinating vendor relationshipso Previous success growing a mass help desk- Understanding of ticketing systems, prioritization of tasks and root cause analysis- Must have prior and recent experience supporting Windows XP- Basic administration privileges / rights in Active Directory- Supporting minimum 50 overall Exchange 2007 UsersAdditional information and requirements include:- Bachelor*s Degree in Computer Science or related field- Microsoft Certified- The person who will be employed, will have a stable background and the ability to show great career progression and growthThe candidate will be hired on a contract to hire basis and will be paid based on previous experience.The Lasalle Network is an equal opportunity employer, M/F/D/VPlease respond by emailing Rob Trzcinski ( Register to View ) or Dana Senn ( Register to View )We look forward to working with you!

Job Title: Infrastructure Service Desk Manager (ITIL Required) Company: Thompson Technologies Inc. Location: Atlanta, GA Description: Thompson Technologies is seeking an Infrastructure Service Desk Manager (ITIL Certification Required) for our client in Atlanta, GA. The ideal candidate for this position will have at least 5+ years in managing a Help Desk environment and have a minimum of 5 years with Help Desk implementation (system, process, procedures, etc.) and Service Desk applications. The person in this position should have experience building a Service Desk environment from the ground up, managing a staff of 5-10 agents and technicians, and be able to implement best practices (ITIL). Experience with product selection for ticketing systems and the ability to grow lead the Service Desk in large new initiatives are musts.?Required: 5+ years of Help Desk/Service Desk management experience Experience building a Service Desk from the ground up ITIL Certification Experience supporting external and internal customers Experience with imaging and/or document management systems Experience automating a Service Desk Experience selecting a ticketing system appropriate for the environment Ability to use past knowledge to recommend improvements for growth and transition strategyFor immediate consideration, please email resumes to Brad at Register to View Technologies has been named several times as one of the fastest-growing companies in the country by Inc. 500. We have recently been selected as one of Atlanta's 50 fastest growing companies by the Atlanta Business Chronicle! Our growth is due mainly to a partnering approach with our Clients. We are focused on making our Clients successful, and we do it with honesty and integrity.?Category : Manager - InfrastructureLocation/City : GA - Atlanta

Job Title: Application Support Manager Company: HSBC Bank  see all jobs Location: New York, NY Description: Make the Right Move and join a winning team! Build your career with us. HSBC - North America is a part of HSBC Group, one of the largest banking and financial service organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities.Manage the day-to-day responsibilities of the New ...

Job Title: HELPDESK Administrator / HELPDESK Manager/Analyst Company: Capricorn Systems, Inc. Location: Long Beach, CA Description: HELPDESK ADMINISTRATOR / HELPDESK MANAGER / ANALYSTAssessment skills is required to understand the current helpdesk set up at in terms on helpdesk equipments used like hardware, software, what process used, workflow system etc.Responsible for preparing the Helpdesk assessment document based on the studyExperience in setting up a new helpdesk from scratchResource will be also involving in planning session for implementation including resource planning and budgetingSkilled in documentation, presentations and capable of work independentlyStrong communication and analytical skillsPlease click the APPLY button below to send:RESUMEDESIRED SALARY/RATECONTACT #AVAILABILITY / NOTICE PERIOD.

Job Title: Asset Management/Help Desk Manager Company: eclaro Location: Lake Success, NY Description: Asset Management: Symantec Altiris Experience Hardware Inventory Tracking Computer Asset Lifecycle Management Help Desk: Service Desk Call/overage trending Desk Side Support: On-site Services Dispatch Model Experience ADM Responsibilities Leadership of Account Management Office (AMO) Local to Long Island, NY Management of Multiple Teams Problem Management Performance Management Change Management Resource Management Vendor Management Billing and Invoicing Management Issue Resolution Report on performance to metrics Review project status General information sharing Monthly status meetings to cover the following Total cost of ownership recommendations

Job Title: Infrastructure Service Desk Manager (ITIL Required) (#8700-28-MH1423) Company: Thompson Technologies, Inc Location: Atlanta, GA Description: Thompson Technologies is seeking an Infrastructure Service Desk Manager (ITIL Certification Required) for our client in Atlanta, GA. The ideal candidate for this position will have at least 5+ years in managing a Help Desk environment and have a minimum of 5 years with Help Desk implementation (system, process, procedures, etc.) and Service Desk applications. The person in this position should have experience building a Service Desk environment from the ground up, managing a staff of 5-10 agents and technicians, and be able to implement best practices (ITIL). Experience with product selection for ticketing systems and the ability to grow lead the Service Desk in large new initiatives are musts. Required:5+ years of Help Desk/Service Desk management experienceExperience building a Service Desk from the ground upITIL CertificationExperience supporting external and internal customersExperience with imaging and/or document management systemsExperience automating a Service DeskExperience selecting a ticketing system appropriate for the environmentAbility to use past knowledge to recommend improvements for growth and transition strategyFor immediate consideration, please email resumes to Brad at Register to View Technologies has been named several times as one of the fastest-growing companies in the country by Inc. 500. We have recently been selected as one of Atlanta's 50 fastest growing companies by the Atlanta Business Chronicle! Our growth is due mainly to a partnering approach with our Clients. We are focused on making our Clients successful, and we do it with honesty and integrity.

Job Title: IT Purchasing Coordinator/Help Desk Support Company: Telecare Corporation Location: Alameda, CA Description: As the IT Purchasing Coordinator/Help Desk Support, you will find the Information Systems department to be an empowering environment that fosters open communication and a leadership team that encourages you to lend your experience and expertise. Our Corporate headquarters is located in Alameda’s Marina Village surrounded by free parking, local attractions and accessible transportation options. POSITION OBJECTIVE -Support the procurement of hardware, software and telecommunications services with respect to our vendors' cost, quality, delivery and contract compliance -Manage the allocation of costs and maintenance to our inventory of assets -Provide IT help desk support for first level activities, specifically with account and equipment provisioning (may include remotely assisting end users performing basic troubleshooting and maintenance of Novell and email accounts). QUALIFICATIONS -Must have knowledge of basic PC hardware and software -Experience must include at least two to three years of customer service telephone support (help desk experience is key), two to three years purchasing procedures and processes and basic accounting principles (Accounts Payable/Accounts Receivable) -Strong interpersonal telephone skills are required with excellent organizational and administrative skills -Preferred experience with Windows database and spreadsheet applications, hardware/software asset management systems and cost coding -You will be fingerprinted and must receive clearance from the Department of Justice