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Service Desk Manager

DBI Staffing New Haven ,CT
  • Posted: 9 days ago
  • $110,000 Yearly
  • Full-Time
  • Benefits: 401k, dental, life_insurance, medical, vision
Job Description

 

Areas of focus and responsibilities

  • Day to day accountability for the US Service Delivery function and ensuring an excellent IT service to firm partners and staff
  • Maintain staff schedules to ensure IT Support continuity is aligned with the Firm's followthe-sun support model.
  • Monitor, audit, report and analyse the health of the Service Desk function using ticket related performance KPIs. Provide regular and ad hoc status updates to line management
  • Act as the first point of escalation for performance issues within the team and customer related issues. Informing line management of any escalating issues in order that they may be resolved within reasonable time scales.
  • Deliver end-to-end support in accordance with IT service management procedures
  • Act as the communications lead following an agreed major incident procedure, and to be responsible for service-related communications
  • Identify improvement opportunities and work with line management to implement programs that enhance Service Desk operation, customer satisfaction with IT and overall usage of the firm's technology products and services
  • Monitor queues, calls and interactions of Service Desk staff including the ticketing system, documentation and escalations to ensure that all interactions and escalations meet established criteria, and are documented appropriately
  • Set goals for performance, support and develop staff through regular coaching meetings, training needs analysis, development plans and appraisals
  • Proactively learn and train other staff members on new product and service technologies
  • Ensure that IT asset inventories are maintained, ensuring records are kept fully up to date
  • Supervise the production and maintenance of technical documentation and articles for the knowledge base
  • Perform technical support functions via phone, remote connection and desk side visits, as required

 

Skills, knowledge, qualifications and competencies

  • 4 years+ experience of supervising a busy, well-structured and mature Service Desk
  • Experience in Incident, Request, Major Incident and Problem Management gained in an ITIL-based organisation. It is expected that the post-holder will have relevant ITIL qualifications
  • Experience of working with / optimising an ITSM tool (Alemba vFire or similar)
  • Strong KPI focus - Reporting and monitoring skills. Ability to identify and analyse processrelated metrics
  • Experience of leading small improvement projects/initiatives
  • Good technical knowledge of Windows 10 Professional, Skype, Microsoft Active Directory, Exchange and SCCM
  • Detailed knowledge of the Microsoft Office 2010/13/16 Suite including installing, configuring and support within a network environment
  • Technical knowledge of remote working technologies – Citrix, VPN and DUO Administration
  • Technical knowledge of supporting video conferencing systems
  • Technical knowledge of supporting telephone systems – Avaya or similar
  • Configuration, analysis and diagnostics of PC, Printer and Laptop faults. Familiarity with HP PC hardware, Lenovo Laptops, HP Laser printers and Canon multifunction devices
  • Experience with a Document Management System – iManage or similar
  • Experience with scanning solutions, Omtool AccuRoute or similar
  • Legal industry applications – iManage, BigHand, Elite, Workshare, InterAction, Template Management systems

DBI Staffing

Address

New Haven, CT
USA

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