We are looking for a Service Desk Manager to lead and manage the performance of Level 1 and Level 2 Service Desk Technical team. The ideal candidate will lead the Help Desk Team to provide first class technical support and ensure that established service level agreements are achieved. S/He possesses a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate the team to achieve specific goals are essential skills to perform well in this position.
Areas of Responsibility:
- Establishes and documents policies and procedures to guide the routine operations of NPR’s Service Desk
- Manages 24-hour technical support for NPR’s information services and systems.
- Works collectively internal and external teams to ensure maximum interoperability of systems and availability of resources
- Manages Service Desk support for headquarters and remote locations
- Interpret metrics from the systems to drive Continuous Process Improvement
- Use metrics and individual coaching to improve the productivity and efficiency of each team member's performance
- Manage complex projects and ensure that they are completed on time and within budget
- Ensure all phases of incident and problem management are communicated to the customer within a timely manner
- Apply interpersonal skills for anticipating and diffusing negative client situations
- Coaches, develops and inspires staff to maximize their potential
Educational Background:
Bachelor’s degree in Computer Science, Information Technology or a combination of education and experience
Skills/Experience:
- 5 + years of experience working in a Technology Service Desk, including leading a group of Service Desk Technicians
- Hands on experience with Service, Help Desk and remote-control software.
- Solid technical background, ability to learn quickly, and an ability to give instructions to a non-technical audience.
- Excellent written, verbal and listening skills.
- Attention to detail, especially as it pertains to process execution, testing, following policy and procedures, change management, maintaining an orderly technology environment, labeling, and documenting.
- Strong customer service skills.
- Proficiency with current PC tools and office productivity software tools.
- Proficiency with handheld data devices and cell phones.
- Competency in the design, architecture, management, administration, monitoring, maintenance, and troubleshooting of current information services systems.
- Experience with current system monitoring and management software.
- Knowledge of security best practices and security devices.
- Competency in and demonstrated use of project management methodology.
- Demonstrated ability to influence others without direct supervising authority.
- Demonstrated ability to document technical processes and procedures.
Compensation/Benefits:
NPR offers a competitive compensation and comprehensive benefits package including health and wellness benefits, retirement, and work/life balance programs, as well as opportunities for career growth and development.
Job Function:
Organization Info
Listing Stats
Post Date:
Apr 20 2019
Active Until:
May 20 2019
Hiring Organization:
National Public Radio, Inc.
industry:
Nonprofit