Help Desk Manager, open to remote | 762592

Revel IT

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OUR GOAL: 
Treat our consultants and clients the way we would like others to treat us!
 
Interested in joining our team? Check out the opportunity below and apply today!
  
Reference: 762592
  
The Help Desk Manager in this contract opening with our Boston, MA client, will be responsible for the day-to-day operations of the help desk. This role is critical to the success of the service level of IT.  With a keen sense of KPI, management, technical skills and logistics, the successful candidate will be able to provide a no hassle end-user experience that is secure, managed and purpose fit in a geographical diverse environment. 

**Open to remote**

Requirements:

  • 3+ years managing an ITSM environment – preferably ServiceNow
  • 3+ years relevant experience in a mid-large size organization (+500 users) on help desk
  • 3 + years of ITIL or similar framework experience
  • 1+ years leading demonstrable high-performance team of help desk engineers
  • Bachelor’s degree in IT or related experience
  • Prior experience coordinating organization moves and/or facility startups and facility de-commissioning
  • Microsoft Active Directory group policies and identity management best practices
  • Laptop/Desktop hardware
  • ITSM expert
  • Intuitive troubleshooting skills for both hardware and software
  • Able to portray confidence and empathy for users displaying strong emotional intelligence
  • Familiar and practicing ITIL or similar framework
  • Able to translate the technical to non-technical users
  • Visualize data and metrics for continual improvement
  • Exceptional multi-tasking skills. Ability to organize and execute on multiple high priority tasks simultaneously 

Responsibilities:
  • Under leadership of Director of Digital Solutions Operations develop standards, roadmap and continual improvement to improving the end-user experience with Help Desk
  • Maintain a user satisfaction of 90% reviewed by surveys
  • Ensure all SLA’s are met on a daily, weekly, monthly basis
  • Serve as technical lead for help desk solving and training staff on more difficult tickets
  • Communicate and present to IT leadership on Help Desk metrics, improvements, and deficiencies
  • Challenge established thinking and processes, discover new ways of approaching and providing solutions
  • Develop 3-6-month strategic roadmaps for improvements and execute them to on time and on budget
  • Ensure Knowledge Base documents are accurate and relevant to enable help desk staff to quickly solve problems
  • Manage support vendor providing 24/7 tier 1
  • Maintain updated and documented system inventory, relationships, and otherwise as required through documentation and change control policies
  • Assure compliance to standards within KNA through reporting, metrics and audits
  • Proactively communicates and engages with end-user community to understand the overall experience and areas of improvement
  • Follow developed Digital Solutions Department and client policies including but not limited to documentation and change control
  • Stay abreast of Best Practices within practice area
  • Identify and propose actions to mitigate problem trends
  • Perform other duties as requested.
  • Understand and ensure compliance with Client contracts as is pertinent.
  • Ensure policies and procedures are adhered to in operations of IT environment.

  
  
ABOUT REVEL IT:
Revel IT (formerly known as Fast Switch) is one of the fastest-growing, privately held, IT Staffing companies in the nation. Our client base includes 32% of the Fortune 25. We have major offices in Dublin, OH, Phoenix, AZ, Los Angeles, CA, and Austin, TX and are rapidly expanding into new markets from coast to coast.
  
WHY REVEL IT: 

  • In addition to standard health and 401k benefits, we offer referral bonuses and training/continuing education opportunities.
  • 5-year client retention: 99%
  • No. 1 supplier with customers: 53%
  • Top 3 supplier with customers: 77%
  • Consultant retention: 94%

  
Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.  

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