#JOB – Service Desk Manager – Cary, NC – (#Servicedesk #blackberry #windows #microsoftproducts)

Title: Service Desk Manager

Location: Cary, NC

Duration: FTE

Responsibilities :-

· Manage the service desk team’s daily activities.

· Function as the client’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.

· Improve usage of Support resources and increase productivity of the team.

· Communicate with all parties in a constructive manner to guarantee client expectations are met.

· Maintain awareness of all outstanding client pre- and post-delivery issues and provide status to clients as necessary.

· Interface with appropriate technical personnel for client problems that cannot be resolved effectively.

· Understand overall service desk objectives, as well as the role and function of each team member.

· Contribute to the continuity of services by providing the necessary leadership.

· Drive problem investigations and resolution as required.

· Ensure that tasks are identified, communicated, and mitigated and that service is delivered successfully.

· Design and maintain process documentation for the service desk team.

· Manage the process of implementing change efficiently and effectively.

· Manage IT service desk staff including month-ends, performance evaluations, promotions, hiring, and disciplinary responsibilities.

Ensure that daily, weekly, and monthly statistics, status reports, and graphical reporting aids

· are completed and continually modified to meet the needs of the company.

Technical Requirements

· Phone support experience necessary.

· Technical helpdesk or technical call center experience is necessary.

· Disciplined, systematic problem solving skills required.

· Hands-on work experience with the following:

· Windows Operating systems

· Clients: Windows7, Windows Vista, Windows XP, Windows 2000

· Support for laptop, desktops, and printers

· Knowledge of Active Directory, Exchange 2003/2007

· ITSM ticketing tools such as Service Now, Remedy, Etc

· User account creation for Active Directory, Exchange Mailboxes, Distribution lists

· Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

· MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

· Internet browsers (e.g. Explorer, Chrome, Firefox),

· VPN and remote dial-in users

Soft Skills

– Excellent communication and conversation skills (Verbal and Written)

– Good documentation skills

– Good working knowledge of MS OFFICE (Including MS Project and Visio)

– Should have a great customer handling skills

– Able to handle unforeseen situations

– High level of acceptance

– Can drive HCL’s value and its methodology

Other Skills / Experience

Knowledge and experience in cross-functional management methods and techniques

· Strong organizational, presentation, and client service skills.

· Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.

· Skill in planning and preparing written communications.

· Skill in leading people and getting results with a strong client orientation.

· Interpersonal skills: such as telephony skills, communication skills, active listening and client-care.

· Ability to multi-task and adapt to changes quickly.

· Ability to work in a team and communicate effectively.

· Service awareness of all organization’s key services for which support is being provided.

· Understanding of support tools, techniques, and how technology is used to provide services.

Years of Experience

3-4 yrs of University education post High school (B.Sc. or Diploma)

• 5 years of IT related experience

• 3 years of management experience

Certification requirements

– ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements

– Bachelors / Masters / Equivalent


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Benita | 678-720-1686 | benita@vdartinc.com