Help Desk Manager Jobs

Job Title: Help Desk Manager Company: Johns Hopkins University Applied Physics Laboratory Location: Laurel, MD Description: Supervisor Job Y Introduction The Johns Hopkins Applied Physics Laboratory (APL), a national leader in scientific research and development, located midway between Baltimore and Washington, DC is seeking a Help Desk Manager. Responsibilities As member of the Information Technology Services Department (ITSD), provide leadership and support for an enterprise computer support help desk Section to ensure that end users' calls are promptly responded to with a goal to attain 95% call resolution rate. Supervise 20 technicians working in a call center environment. Manage day-to-day operations of an enterprise help desk supporting over 4,500 users within Desktop Services (IDS) group. Supervise, mentor, coach, provide career guidance, complete performance reviews, and actively handle personnel issues for all Help Desk technicians. Promote involvement with Help Desk technicians through subject matter expert (SME) assignments. Work with the Queue Coordinators to develop their working leader roles within the organization. Serve as Project Lead to analyze operational metrics, develop and implement process improvements and assist with other projects which enhance or are in support of departments and group's (IDS) goals. Work closely with the IDS Management team to promote a positive work environment and achieve the group goals. Interact and collaborate with all levels of staff to include active participation and involvement as part of ITSD's extended management team (EMT). Interface with Change Management team to approve client side changes to the organization. Qualifications Required: Bachelor's Degree or equivalent years of related IT work experience with at least 7 years of IT professional work experience. Experience should include at least 5 years of IT operational management experience supervising 10+ IT staff members and at least 2 years of experience managing enterprise Help Desk, Call Center, or Contact Center operation which provides Tier 1/ Tier 2 technical support via telephone to over 1000 users. Possess a minimum of 7 years of broad technical experience to include Intel desktops, laptops, and printers, software experience in Windows XP (or Windows 7), and Microsoft Office 2003/2007. Network experience in a Windows server environment running Active Directory and Exchange. Proven track record of utilizing key performance indicators (KPIs) to analyze, develop and implement strategies which result in measurable improvements to ensure quality services are delivered within established service level agreements (SLAs). Strong analytical skills to analyze and manage to call center metrics generated by Cisco IPCC telephone system and CA Service Desk ticketing system. Ability to independently resolve complex problems using current job knowledge, research and external resources. Outstanding customer service skills with strong verbal, written and presentation skills. Highly motivated with a desire to shape the direction for the group. Experience leading teams in excess of 10 members with a strong customer focus and people interface skills. Previous experience/success as an inspiring leader, mentor and coach to direct reports and other team members with the skills required to handle all personnel matters. Conflict resolution and the capability of making difficult decisions after acquiring adequate input. Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies. Desired: Demonstrated project management skills including planning and scheduling, risk assessment, and managing to a schedule. Prior hands on Help Desk technical experience working in a Help Desk environment Experience with the Cisco IPCC telephone system and reporting. Advanced Excel to create formulas, pivot tables and reports. ITIL Certification Six Sigma Certification Security Applicants selected will be subject to a Government security investigation and must meet the eligibility requirements for access to classified information. Eligibility requirements include US citizenship. Benefits APL offers a comprehensive benefits package including a liberal vacation plan, a matching retirement program, significant educational assistance, a scholarship tuition program for staff with dependents, and competitive salaries commensurate with skills and experience. How to Apply: Go the the JHU/APL Employment Page link below and select "Search and apply". Then, select "Advanced Search". Enter the Reference Code number below into Job Opening ID # box and click the Search button. Select job for Job Basket. Click Apply for Job(s) in Job Basket button and follow the instructions to complete the on-line application process. Job Opening ID Number: 120410 Click Here for our Employment Page Johns Hopkins University Applied Physics Laboratory Equal Employment Opportunity Johns Hopkins University Applied Physics Laboratory is an equal opportunity/affirmative action employer that complies with Title IX of the Education Amendments Act of 1972, as well as other applicable laws, and values diversity in its workforce.   See all jobs in Laurel MD

Job Title: Help Desk Manager Company: IT-FOCUS Location: Naples, FL Description: PLEASE RESPOND WITH THE JOB TITLE IN THE SUBJECT LINE. NO SPONSORSHIP AVAILABLE.Job Description JOB SUMMARY: The Help Desk Manager is a versatile, high profile position responsible for leading a team engaged in timely and accurate incident management and resolution of client related issues. REPRESENTATIVE DUTIES AND RESPONSIBILITIES:Management* "Own" the Help Desk - be the primary point of escalation for all unresolved incidents. * Become the business point-of-contact for all Help Desk issues. * Provide management and resource utilization statistics. * Identify Key Performance Indicators (KPIs) for the Help Desk and ensure that the trouble ticketing system is being used to manage SLAs and monitor and report on the performance of the Help Desk. * Ensure staff have the appropriate tools, processes, and training required to perform their role to the best of their ability. * Manage appropriate staffing levels and scheduling based on SLAs. * Manage the search, installation and training for a state of the art help desk system. * Mentor and lead staff for continual improvement and skills advancement. * Ensure a detailed triage and prioritization of all issues and that all incidents are managed to resolution. * Prioritize and manage conflicting and/or overlapping incidents. * Work with development, vendors and business units to identify root cause problems. * Configure, administer and monitor the Help Desk ticketing software. * Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification. * Written Communication - Writes clearly and edits work for spelling and grammar. Presents data effectively and also able to read and interpret written information. * Change Management - Develops workable implementation plans and communicates changes effectively. * Quality Management - Looks for ways to improve and promote quality throughout the department. Demonstrates accuracy and thoroughness. * Strategic Thinking - Develops strategies to achieve organizational goals and adapts strategy to changing conditions. * Judgment - Displays willingness to make decisions and supports and explains reasoning for decisions. Includes appropriate people in decision-making process. * Professionalism - Approaches others in a tactful manner and reacts well under pressure. Treats others with respect and consideration regardless of their status or position. Accepts responsibility for own actions and follows through on commitments. PC Customer Service/Support* Responsible for the management and monitoring of the request for hardware and software from the corporate staff. Work with Network Services to turn around the request in a timely manner. * Responds to client inquiries concerning systems operation and diagnosis of system hardware and software. * Refers major hardware problems to service personnel for correction. * Responsible for keeping current records of quantity and location of corporate PC's and other computer hardware. * Provides 1st level telephone support for all users after Local IT support hands off the problem. * Maintains records with respect to software license compliance, license management. Help Desk Support / Customer Service* Answers each call courteously and promptly. * Provides over the phone technical support troubleshooting standard software. * Ability to work with end users to capture vital diagnosis information aiding in problem determination, appropriate prioritization and escalation, and communication two Tier 2 technical support personnel. * Accurately enters required information regarding user problems into the Helpdesk system. * Assigns problems to the appropriate staff member and referring the problem to the appropriate IT department for resolution. * Responsible Party List and Escalation Process List. * Checks email, and voice mail frequently (as received) to provide prompt end-user support. * Appropriately escalates technical issues to other Information Services teams. * Utilizes remote control tools in a respectful and confidential manner in compliance with policies and procedures to expedite problem solving. * Establishes and adheres to internal and external customer service level agreements. * Develops and implements Helpdesk industry best practices for customer interaction, response times, escalation procedures, resolution, customer feedback/ survey of helpdesk performance. * Triage break-fix of software and hardware based workstation and laptop problems. * Responsible for coordination of support to Microsoft technical resources, Dell/HP Computer technical resources and other contracted vendor. * Manage hardware and software request from corporate staff and monitor the ordering and installation process until resolution. * Trouble shoot HL7 Interfaces and refer to tier two when appropriate. Network Support and Troubleshooting* Provides front line network monitoring, troubleshooting and support for LAN, Internet and VPN issues.

Job Title: Help Desk Manager/Technician - Full Time Company: Location: Milwaukee, WI Description: Local Brookfield technical support company is looking for a helpdesk technician for business computer and network technical support. If you are the right applicant this could involve help desk management as well. Minimum of 2 years computer and networking experience and candidate must be proficient in two operating systems including Windows XP/2000 and server proficiency with 2000 or 2003 server (Windows 95, 98 and DOS a plus). Must have at least two tests passed towards Microsoft Certification and must be at least a MCP (MCSA or MCSE a definite plus). We are looking for a self starter who is able to follow orders and is good at troubleshooting. Must be clean cut and professional with no criminal history. Attention to detail and multitasking ability is absolutely vital to this position. You need to be a top notch performer and have extremely high standards and are able to handle a high stress environment. You know who you are - please do not apply if you are not sure if you can cut it. Please send cover letter, resume and include at least 2 SOLID references.

Job Title: ANSS - Help Desk Manager Company: Accenture Location: Reston, VA Description: Description Organization:   Application Outsourcing Location:          Reston, VA People within Application Outsourcing are responsible for the day-to-day provision of long-term outsourcing services to one or several clients.  As part of our Application Outsourcing team, you could be helping to provide the programming, management and maintenance services needed to implement and support installations of both custom and packaged application software Our AO resources can expect to: Incorporate skills which support the programming, management and maintenance services required to implement and support new installations or maintain and improve existing legacy systems for our clients.Receive ongoing training to build and extend professional, technical and management skills in all areasEnjoy our comprehensive and generous benefits package Accenture National Security Services is seeking a SERVICE DESK MANAGER with experience managing the staff and operations of a service desk/help desk (100%) for a Federal Government client in the Intelligence Community.  The SERVICE DESK MANAGER (mid-senior level) will plan, manage and report the operations of an information technology Service Desk/Help Desk at a federal government client in the Intelligence Community. Successful candidates must be able to define and manage Tier 1 Service Desk operations 24x7x365; manage service desk resources over two 12 hour shifts; plan and manage service desk support tasks; train staff; manage resource schedules; receive incoming requests for support (phone, email, walk-in); provide Tier 1 service desk support; prepare trouble tickets; resolve Tier 1 support requests; monitor and follow-up on trouble tickets; escalate issues as needed; coordinate with Tier 2 and Tier 3 staff assisting the Service Desk; report status and metrics of support provided by the Service Desk; brief the client daily on Service Desk support and issues; demonstrate exemplary customer service skills and experience; provide strong leadership and guidance to the Service Desk analysts. Candidate will have full responsibility for managing the Service Desk and will brief the customer daily on the status of Service Desk support and issues. Service Desk Analysts must be willing to work a 12 hour shift (either 7 am - 7 pm, or 7 pm - 7 a.m.); 4 days during week 1, then 3 days during week 2; then repeat. Qualifications Basic Qualifications:       Current TS/SCI with full-scope poly1 year experience as a Service Desk/Help Desk Manager2 years of Service Desk/Help Desk experience as an analyst3 years of related IT/customer service experience Preferred Qualifications: Systems administration experienceCall Center experienceTier 2 or Tier 3 help desk experienceIT analyst experience (trouble-shooting, problem diagnosis) To submit resume online click here Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. Accenture is an Equal Opportunity Employer. Job Information Company:Accenture Location:Reston, VA Status:Full Time Employee Job Category:Business/Strategic Management Relevant Work Experience:1+ to 2 Years Contact Information Company:Accenture Reference Code:00088293 Send this job to a friend View all "Accenture" jobs Learn more about Accenture

Job Title: IT Help Desk Manager Company: The Bank of New York Mellon  see all jobs Location: Pittsburgh, PA Description: The job holder manages the design, implementation and operation of a technology or systems-related help desk function. S/he directs, motivates and develops a staff of help desk specialists and support staff to enhance their ability to function effectively as a team. S/he works with clients to determine help desk requirements and monitors client requests to identify systematic patterns which may require adjustment to policies and procedures. S/he also oversees the day-to-day operation of the help ...

Job Title: Oracle Applications Support Manager Company: Telegent Systems Location: Sunnyvale, CA Description: Provides management and direction in the area of systems analysis, new program dev and support Provides management and direction for Telegent Systems in the area of systems analysis, new program development and support for global 7X24 Oracle 12i Applications, interfaces and purchased 3rd party software. This role oversees the preparation, testing, implementation and maintenance processes associated with all enterprise software. He/she will consult with the appropriate company individuals to determine needs, suggest possible solutions, establish priorities, and extents to which external development staff will provide support. The application manager maintains project plans, schedules, creates contingency plans, and tracks or documents all programming and system changes made. This individual will report to the Director of IT to assist in determining goals for sustained future growth, strategic direction, timelines, and system integrations. · Manages contractors and vendors, ensuring adherence to budget and on time project delivery · Maintains 404 compliance for change management and SOD · Coordinates and manages staff project responsibilities during all software upgrades and implementations · Provides recommendations to Director of IT for software development tools, skill set enhancements, services, personnel and other requirements · Consults with functional representatives concerning new form and report development, documents, and workflows, and/or modifications to existing applications · Ensures software issues are addressed and resolved in a timely manner · Monitors outstanding service requests, patch applications and associated testing · Develops and implements reports and actively promotes improvements in operating efficiency through streamlines information access and process automation Requirements include: · Minimum 6 years in hands-on ERP support for Finance, HR, and Operations/Supply Chain · Solid understanding of EBS requirements in a fabless semiconductor company · BA/BS in Information systems, or Computer Science with at least 5 years relevant experienceMinimum of 10 years of Information System · Minimum of 7 years of Development and support experience in ERP; prefer 4 years in support of Oracle EBS (Manufacturing, Supply Chain, Financial, Order Management, and HRMS) · Ability to organize and work on multiple tasks under pressure · Proficiency in Application Development particularly with Oracle tools (BI Publisher, Discoverer, Workflow) · Experience with SQL, PL/SQL, TOAD and Java a plus. · High level of proficiency in Oracle report development · Strong analytical and troubleshooting skills · Strong leadership and Project Management skills · Oracle API’s, Interfaces and Workflow experience preferred · Ability to adapt to and apply rapidly changing technology to business needs · Proficiency with effectively interfacing with a wide variety of people Ideal/Desired Skills: · Oracle Manufacturing ERP, ASCP, Demantra & development · Proficient in MS Office Environment · B2B implementation using RosettaNet and/or X.12 · Prior experience with implementation and/or administration of CRM solutions · Oracle administration up and including acting in a DBA capacity · Mandarin a plus

Job Title: Help Desk Mgr (Incident Management) Company: Starpoint Solutions Location: Kansas City, MO Description: Help Desk Mgr (Incident Management)   Requirements: ?US Citizen ?7+ years experience working in a mission-critical Service Desk/Help Desk or technical customer support environment ?3+ years experience managing or supervising an IT Service Desk ?Excellent writing skills to include process work instruction and technical documentation experience - writing samples are required ?Min. ITIL Foundations v2 (v3 desired) ?Strong knowledge of the IT Infrastructure Library (ITIL) v. 3 with a high degree of fluency with ITIL v3 Service Desk, Incident Management, Knowledge Management, Service Request Fulfillment, Access Management and Event Management ?3+ years consulting experience ?Experience in public speaking to include meeting facilitation and delivery of training workshops ?Real-world hands-on Service Desk and Incident Management process with tool implementation experience being a big plus ?Extensive experience with BMC Remedy, design and administration (hands-on configuration or development desired) ?Bachelors Degree in Computer Science, Engineering or a related technical discipline, or the equivalent combination of education, technical training, or work/military experience. ?Masters Degree Preferred. ?ITIL V3 Foundations, ITIL V3 Operational Support and Analysis and/or Service Operation certifications. Responsible for ensuring that the Service Desk function and Incident Management process are implemented and performed according to the agreed and documented process and are meeting the requirements of the process definition. Key activities include: ?Baseline and become highly familiar with assigned regional Service Desk organizations, staffing models, tools and processes. Baseline and become highly familiar with assigned regional Incident Management processes (all levels/tiers) and existing enabling technologies. ?Support the development and delivery of workshops for the purposes of process, procedure, work instruction and tooling requirements definition and validation. ?Refine existing functional requirements for Service Desk and Incident Management related tools and participate in the development of an integrated ITSM tooling strategy and architecture. ?Work with client stakeholders to determine thresholds and targets for Incident assignment, notification and escalation in alignment with service level targets. ?Partner with Event Management/Enterprise Monitoring teams to design and implement integrations between Event Management and Incident Management processes and tools. Includes detailed rules and procedures for identifying and resolving monitoring-detected Incidents. ?Identify required relevant policies; work with project stakeholders to develop/document policies. ?Develop and document relevant procedures, work instructions and scripts for process and tool operation. ?Identify training requirements. Be a content SME in the support of developing training curriculums and materials. May be required to deliver training. ?Identify process and tool testing requirements. Develop test cases and plans. Coordinate end-user testing/user acceptance testing. Consolidate and report on testing outcomes. Develop action plans to correct testing anomalies and oversee execution of action plans. ?Work with stakeholders to develop enterprise and regional implementation strategies and plans, incorporating strategies for successful organizational change. Work with stakeholders to promote cultural acceptance of Enterprise Service Desk and regionalized Incident Management that conforms to enterprise requirements. ?Work with stakeholders to define and agree on key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process. Continually monitor KPI performance, identify opportunities for improvement, create action plans, and oversee execution of action plans. ?Represent Service Desk/Incident Management in regular meetings and provide updates to management. ?Produce regular and accurate management reports.

Job Title: Entertainment Help Desk Manager Company: NCR Corporation Location: Peachtree City, GA Description: Title: Customer Care Center Manager lll Positions: 1  Summary Description: The position of SST Manager for the Entertainment organization will support multiple teams of Helpdesk Analysts/Technical Support Specialists that support the Entertainment product line. This position can be located in Peachtree City. Education and Experience Requirements: * Four year university degree in Business, Computer or Electronics field, but experience will also be considered * 5 years experience in Call Center Management and 8 years experience in technical customer support management * Previous experience leading a service-delivery team  Key Areas of Responsibility: Business Management * Understand Call Center operations * Able to positively influence customer satisfaction * Able to manage a call center workforce * Able to use financial reports to manage the business * Measurement and reporting of all key metrics * Serve as an operational and management expert for call center personnel and company management * Monitor the handling of all support request through the Call Center  Leadership * Persuasive, able to gain support and commitment from others * Able to motivate others to action * Ability to establish teams organized to accomplish organizational goals * Practice and promote team and individual performance recognition * Clarifies priorities, roles, and responsibilities * Able to guide an individual group or team toward a desired result * Be able to develop and capitalize on operational efficiencies * Conveys a sense of urgency and drives issues to closure  Communications * Ability to effectively communicate to customers while protecting the company's position * Ability to gather, organize and present information in a focused and concise manner * Adapts communications to the intended audience * Speaks clearly and expresses self well in groups and one-on-one situations * Listens to understand * Foster open communications  Coaching and Development * Develops business relationships to accomplish organizational goals * Recognize strategic opportunities and high pay-off activities that lead to success * Uses sound judgment in assessing and determining an appropriate course of action based on the information available * Sets high standards for individual and organization performance * Ability to bring conflicts to resolution * Develops others by giving specific and timely feedback * Provides effective training and job experiences that enhance associates skills * Lives our Shared Values * Encourages and empowers others to achieve by creating enthusiasm and a desire to excel  Work Environment: This position's environment requires staffing across multiple shifts and could include weekends. The potential exists for rotation in work hours, pager rotation, and/or extended hours, as needed, to accommodate customer needs.  Key Competencies/Skills: * Previous experience managing a Call Center/Helpdesk. * General knowledge of DVD kiosk environments * Understand NCR's organization structure, vision, direction and business focus. * Maintains organizational contacts and relationships with key services delivery partners  The individual must be a self-starter and take initiative when necessary, show enthusiasm for the job and be a good team player. Possess a positive attitude, have a professional demeanor, be dedicated and loyal, and able to manage difficult situations.

Job Title: Help Desk Manager -- Seminole Gaming Administration Company: Seminole Gaming Administration Location: Hollywood, FL Description: Description Summary Job Description:  The Help Desk Manager is responsible for managing the Operations Center and Service Desk for the Enterprise Systems. He/she monitors and manages data information, including technical and administrative analysis, remediates or escalates incidents to the appropriate responsible parties; this includes the monitoring of applications, Network, Telecommunications, Guest facing computer services and trouble isolation and repair of identified and reported problems. The manager’s responsibilities also include scheduling and reporting on key target metrics as well as employee performance feedback and employee development.

Job Title: Manager, Help Desk/Account Management/Multi-Function Printer Company: NCR Location: Duluth, GA Description: Manager, Help Desk/Account Management/Multi-Function Printers Description Title: Manager, Help Desk/Account Management/Multi-Function Printers Location: Duluth, GA Grade: 13 Position Summary We are seeking an individual to lead a team in NCR's Technology and Infrastructure organization responsible for providing leadership for NCR's IT Help Desk, Global Account Management, and global Multi-Function Printer operations. They will manage a diverse team of approximately 7 direct reports, 50 Help Desk Analysts and 10 outsourced analysts in the Americas, EMEA, Australia and India. He/she will provide leadership for the Help Desk, Account Management, and workgroup printing. This is an opportunity for someone with ITS Application or Infrastructure Management experience in a Technology & Infrastructure environment to expand their scope and broaden their experience. In addition, to providing direction and support for the Help Desk and Account Management teams the person responsible for this organization will manage the global Multi-Function Printer (MFP) operations for NCR. This includes all aspects of supporting the acquisition, recovery and deployment of MFP hardware/software. His/her group identifies, evaluates, and implements proposals for hardware or software acquisition. They coordinate new technology deployment and improvements to existing technologies. In addition, they maintain working knowledge with respect to relevant state-of-the-art technology, equipment, and/or software. Key Areas of Responsibility * Help Desk for NCR Internal Operations * NCR Account Management * Provide MFP Operations for NCR users globally o Which includes procurement, deployment, support and recovery Basic Requirements * BS/BA degree preferably in MIS or CS * Minimum 10 years related IT experience * Strong organization and coordination skills required. * Excellent communication and negotiation skills. * Proactive and demonstrates a strong 'sense of urgency' * Strong written and oral communication skills * Project Management background * Personnel Management and Leadership experience * Knowledge and understanding of software engineering and project management processes Preferred Requirements * Project Management and Personnel Management Experience * Minimum 10 years related IT experience No relocation assistance will be offered for this position. *Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs. Statement to Third Party Agencies To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes. EEO Statement NCR is an equal opportunity employer. It is NCR's policy to hire, train, promote and pay associates based on their job-related qualifications, ability and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, physical or mental disability, sexual orientation or veteran status. Requirements Basic Requirements * BS/BA degree preferably in MIS or CS * Minimum 10 years related IT experience * Strong organization and coordination skills required. * Excellent communication and negotiation skills. * Proactive and demonstrates a strong 'sense of urgency' * Strong written and oral communication skills * Project Management background * Personnel Management and Leadership experience * Knowledge and understanding of software engineering and project management processes Type Full-time Location GA, Duluth