Job Description:

Service Desk Manager

Job Locations

| US-LA-New Orleans

Overview

This position manages the Service Technicians ensuring that all Help Desk calls from the IMTT employees are properly handled and either resolved or escalated. Works with vendor partnerships that support the entire organization. Maintains scheduling coverage for live and on call support as well as travel for site visits and training. Works with executives and senior management on escalated or high priority situations. Provide hands on support by taking support calls when necessary.

Responsibilities

ESSENTIAL FUNCTIONS INCLUDE (BUT NOT LIMITED TO):
* Leads a team of approximately 4 Service Technicians to provide excellent customer service to a wide variety of end users.
* Direct tickets to appropriate resources-utilizing ServiceNow
* Engage internal Level II technicians, external MSPs, external SOC, telecom/Datacom carriers, and other parties as appropriate to resolve issues.
* Manage after-hours automated phone escalation personnel assignments
* Manage in-house PC imaging resource, ensuring PC equipment is tailored to end user needs depending on target operating company and user role.
* Instruct staff on how to effectively multitask and remotely control end user PCs.
* Manage to ensure an accurate CMDB.
* Identify opportunities to innovate and improve IT service delivery with meaningful results delivered quarterly.
* Identifies, diagnoses, and resolves Tier One and Tier Two problems for users of the personal computer software, hardware, enterprise network, the Internet and new computer technology in a call center environment; communicates solutions to end-users.
* Provides one-on-one end-user problem resolution over the phone for Personal Computer (PC) software.
* Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software, and peripherals.
* Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems.
* Coordinates timely repair of PC computer equipment. This includes working with various vendors.
* May be responsible for tracking and maintaining inventory as well as shipping and receiving.
* Manages minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
* Manages installation of local area network cabling

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are requires of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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Qualifications

EDUCATION AND EXPERIENCE
* Bachelor's degree (preferably in a technical discipline); or the equivalent combination of education; IT technical certifications or IT technical training; or IT related work experience.
* Microsoft Certifications
* 5+ years of experience managing help desk teams of at least 10 (ten) technicians of varying skill levels with high levels of success
* 5+ years' experience installing, upgrading, troubleshooting, and repairing personal computers in a network environment.
* Experience with help desk ticketing systems required. ServiceNow preferred.
* Implementation and service delivery support experience applying ITSM best practices
* Passion for Customer Satisfaction
* Focus and desire on learning various Information Technology skills
* Excellent interpersonal communication skills, both written and oral.
* Excellent customer service skills, with ability to multi-task.
* Satisfactory completion of criminal background check, meeting requirements set forth by the company as well as TSA (as required by location).
* Flexible work schedule may include working overtime, nights, on weekends, holidays, and be on call.
* Able and willingness to travel occasionally is expected of all Information Technology Support Technicians

POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time position. Typical hours of operation are Monday through Friday 8am to 5pm. This position requires overtime and occasional weekend work as job duties demand and requires some travel.

WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk and hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift up to 25 pounds, bend, stand, or stoop as necessary.