Helpdesk Manager

Job Summary:

As a Global Support Services Manager, you will be joining a global team supporting customers worldwide. Leveraging your customer service skills, you will provide the highest level of service in resolving support issues and fulfilling requests. You will be working in a fast-paced and dynamic environment supporting a multitude of security layers and applications.

Responsibilities

Essential Responsibilities:

• Manages the day-to-day activities for the Global Support Services technical operations service desk.
• Ensures the application of technology service delivery is consistent with overall client and user services strategy and service level agreements.
• In coordination with the client services, manage review, operations, and technology teams, establishes project plans for development of service standards, reporting, and tools for efficient use of resources.
• Ensures proper staffing levels are maintained for the technical operations service desk and that work is scheduled and allocated efficiently.
• Works collaboratively within team and in conjunction with Operations and Client Services teams on identification and implementation of process enhancements.
• Tracks and monitors service requests (tickets) and escalation trends and ticket closures and resolution rates.
• Produces reports to provide to leadership and track the teams progress weekly.
• Addresses and/or escalates non-conformance to established processes.
• Coaches and supervises employees, including executing performance management and providing growth and training and development opportunities.
• Facilitates team meetings to ensure staff is educated and up to date on latest issues.
• Actively participates in project management and communication of technical operations projects as they relate to technology requisitions and infrastructure growth needs.
• Participates in special projects and performs other duties as assigned.
• Responsible for managing the life cycle of problems and incidents.
  
  

Qualifications

Minimum Education Requirements:

Bachelor’s Degree in business, Computer Science, Engineering or a related discipline and a minimum of five (5) years of experience in information technology, service desk, and/or project management; or equivalent combination of post-high school education and experience. Ability and willingness to work varied shifts, on-call hours, to include weekends and after-hours required.

ITIL Foundations Certification required with the first 90 days of employment.

Minimum Experience Requirements:

• Previous Desktop Support experience
• Customer support experience
• Active Directory
• Group Policy
• Virtualization
• Source Control
• Using scripts to complete complex or repetitive tasks
• Imaging and Deploying applications using an automated method.
  
  

Professional Experience

• Skilled in communicating effectively verbally and in writing.
• Skilled in problem solving and solution development.
• Managed high volume queues or call center environments.
  
  

Interpersonal Skills

• Ability to establish and maintain effective working relationships with internal and external clients.
• Ability to focus and deliver on clients’ needs while achieving desired business results.
• Ability to effectively work in a complex matrix environment representing unique legal industry managed service offerings.
• Ability to effectively manage projects that may vary in nature and scope.
• Ability to mentor, coach, train, and/or supervise employees, including the ability to foster an effective teamwork environment.
• Attention to detail.
  
  

Preferred Additional Experience:

• You have prior eDiscovery experience.
• You have Relativity certifications.
• You have CompTIA or A+ certifications.
• You have prior Citrix experience.
  
  

Consilio’s True North Values

• Excellence We strive to make every client our advocate
• Passion We DO because we CARE
• Collaboration We win together through teamwork and communication
• Agility We flex, adapt and embrace change
• People We value, respect and invest in our teammates
• Vision We create clarity of purpose and a clear path forward
  
  

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.