Job Title: Help Desk Manager
Pay Rate: $50 per hour
Schedule: Monday to Friday (9:00 am to 5:00 pm)
Job Description: Are you an IT professional with a passion for customer service and a knack for managing teams? We are seeking a dynamic and experienced Help Desk Manager to lead our support team and ensure top-notch service delivery. With a minimum of three years of professional or technical experience in IT, you'll bring your expertise to oversee daily operations and strategic initiatives, making a significant impact on our service levels and client satisfaction.
Key Responsibilities:
- Team Leadership: Maintain control over the work duties, schedule, and performance of the Contractor project team, ensuring optimal productivity and team morale.
- Incident Management: Handle incident escalations promptly and efficiently to maintain high service standards.
- Activity Monitoring: Oversee ongoing activities of the TSC, tracking ticket aging and ensuring same-day closures for improved efficiency.
- Client Interface: Act as the primary liaison with FDNY personnel and high-priority users to monitor and enhance client satisfaction.
- Service Level Improvement: Continuously maintain and improve service levels through proactive measures and innovative solutions.
- Strategic Collaboration: Work closely with BTDS management on daily operations and long-term strategy to align goals and achieve operational excellence.
- ServiceNow Administration: Administer ServiceNow, including user/group management and troubleshooting, ensuring smooth and effective use of the platform.
- Reporting and Analysis: Perform periodic and ad hoc reporting using Crystal Reports, and conduct weekly performance analysis of TSC operations.
- Process Development: Develop and update processes and documentation for TSC operations to ensure consistency and clarity.
- User Satisfaction: Create and distribute user satisfaction surveys to gather feedback and identify areas for improvement.
- Innovation and Efficiency: Introduce new methods to increase productivity and decrease costs, driving continuous improvement within the team.
Additional Responsibilities:
- Maintain a library of common fixes for FDNY issues, distributing notifications and updating the knowledge base.
- Ensure the TSC remains current with new hardware and software, including FDNY applications, to provide cutting-edge support.
Why Join Us? This is a fantastic opportunity to leverage your IT and customer service expertise in a challenging and rewarding role. You'll have the chance to lead a dedicated team, implement innovative solutions, and play a key role in enhancing our service delivery. If you're a proactive, results-oriented professional looking for a new challenge, we'd love to hear from you!
Apply today and be a part of our mission to deliver exceptional IT support and customer service
Job Type: Full-time
Pay: $50.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Ability to Relocate:
- Brooklyn, NY 11201: Relocate before starting work (Required)
Work Location: In person