Essential Duties and Responsibilities:
• Oversee the requests, incidents and issues collected through the help desk.
• Ensure timely delivery of quality technical support service is provided to internal clients.
• Manage and coordinate urgent and complicated support issues.
• Act as escalation point for all requests and incidents.
• Assist with the professional and technical development of staff, enabling them to set technical goals, monitoring, mentoring, and coaching that will result in the delivery of quality support.
• Directs technological research by studying organization goals, strategies, practices, and user projects.
• Verifies application results by conducting system audits of technologies implemented.
• Foster relations with clients to gather issues and obtain feedback on help desk.
• Develop reports for help desk calls and tickets.
• Monitor and manage phone and ticket queue, participating in escalated calls as needed.
• Motivate the team to adhere to IT best practices and deliver outstanding customer service and satisfaction while maintaining a high level of morale.
• Advise IT management on situations that may require additional client support or escalation.
• Build a qualified Help Desk team through innovative hiring and training techniques.
• Manage process for communicating outage/emergency activities to the firm.
• Manage vendor relationships as it depends on daily operational needs.
• Procurement of IT related equipment and services.
• Review survey feedback to improve services, tools and support experience.
• Keeps current on latest technology trends.
• Troubleshoot technical issues.
• Answer help desk calls as needed.
