24 Jan
IT Service Desk/Call Center Manager
Vacancy expired!
- Work with external IT Support Center supervisory teams monitoring daily service request activity to solve customer issues and inquiries. Work with customer satisfaction as the guideline for actions and decisions
- Work as a Subject Matter Expert for the IT Support Center providing technical assistance to improve first-call resolution with the customers and minimizing escalations
- Work as point of contact for urgent or time sensitive issue escalations and service event interruptions
- Monitor IT Support Center and local IT staff team’s utilization of call tracking application with a focus on incident content, solution quality and aging
- As directed, assist with administering the call tracking system and knowledgebase library; Create and edit articles for content accuracy, currency and format compliance; Coordinate across-IT teams’ articles for applications, systems and projects to be published
- Assist with defining and delivering Firm wide IT Service policies and best practices; Coordinate across-IT team debriefings of issues, events or projects to identify areas of improvement
- Participate in new application and project roll-outs; Coordinate communication of associated deployment deliverables and documentation to the IT Support Center and local office IT Service teams
- As directed, generate metric reports on service activity and incident trends to drive continuous service and process improvement
- As directed, participate in compiling and publishing newsletters, reports, and various user communications to inform customers of technology changes, updates, new system implementations, system outages, and trends
- As directed, recommend and coordinate training for new and incumbent IT Support Center staff
- College Degree and/or equivalent certifications
- MOS Certification (preferred)
- HDI Certification (preferred)
- At least 4-6 years of prior IT call center support experience
- Prior experience in leading or coordinating technology support for 24x7 IT Call Center personnel in a legal or professional services environment
- Excellent organizing and delivery/communication (both written and verbal) skills
- 3+ year’s in call tracking applications or systems (preferably in ServiceNow)
- Proficiency in Windows Operating Systems
- Experienced with ITIL and IT Service Management (ITSM)
- Document Management System (preferably in WorkSite)
- Experience with remote access technologies (preferably in Citrix and VPN)
- Proficiency in troubleshooting desktop hardware/software
- 3+ years’ experience in Inter/Intra/Extranet technologies
- Fundamental-level proficiency in Wireless PDA technologies (preferably in iOS); and understanding of Network topologies including wireless networking
Vacancy expired!