Help Desk Manager
Company Name:
Talon
Our client, located in Newark, NJ is seeking a Help Desk Manager for an immediate full-time position. Details include:
The team is looking for a Technology Manager to join our team at our headquarters in Newark, NJ. If you are passionate about client technology, technology adoption, have great people and technical skills, and a constant desire for improvement, we are interested in talking to you.
Summary
This role is responsible for managing and providing hands on technical support services for internal and external customers, including a wide range of functions such as physical and virtual desktops, end-user applications, mobile device support, collaboration tools and other related technologies. The individual in this role leads a small team of technology support personnel comprised of employees, contractors and vendors. He/she sets the strategy and provides direction to the team while overseeing the implementation of initiatives that provide high quality customer experience. This includes working with vendors, partners and customer groups to identify and remediate defects in products/services. This role is also responsible for setting operational goals, plans and schedules, closely monitoring program execution, driving issue resolution, and ensuring successful achievement of goals within defined budgets. This role requires strong leadership, excellent communication skills, operational management skills, and technical skills.
Responsibilities
-Lead a team providing end-user computing support across all business units
-Interact with and support internal and external customers at all levels including senior management and board members
-Assist with ongoing technology adoption throughout the organization and identify areas where additional help is needed
-Direct and mentor staff in the day-to-day operation, maintenance, and preventative upkeep of computing environments while providing hands-on assistance wherever possible
-Ensure that services provided meet and/or exceed established standards
-Develop relationships with business counterparts and periodically measure customer satisfaction across the organization
-Direct and assist in the design, testing, deployment, and support of standardized computer images consisting of the operating system and all supported applications
-Establish and maintain procedures for the configuration and deployment of all end-user systems and applications
-Develop exception policies for addressing non-standard requests and ensure staff is properly escalating such requests for approval
-Develop and maintain new hire training programs including quick reference guides for new employees
-Oversee desktop security, including data integrity and virus protection as it relates to computing hardware and software
-Oversee expansion, replacement, and/or improvement of licenses and contract terms for desktop services, hardware, and software products
-Develop and manage appropriate software and hardware asset management procedures including tracking of hardware lifecycle and warranty
-Oversee change management policies and procedures for any desktop or infrastructure changes that are performed by the team by following ITIL standards
-Ensure all purchases, upgrades and other changes comply with established policy and preferred vendor list
-Oversee the fulfillment of customer initiatives/requests and assist wherever necessary
-Oversee the planning and implementation of related projects and project plans
Skills and Experience Preferred
-At least 5 years of demonstrated hands on experience with focus on service desk operations and client technology management
-Outstanding verbal and written communications skills are a must; Candidate must have a strong command of the English language and be able to speak briefly and concisely
-Experience working effectively with executive management and board members
-Expert knowledge of personal computer fundamentals, Microsoft Windows and Microsoft Office products
-Prior experience with desktop, video and voice collaboration tools such as WebEx, GoToMeeting, MeetingPlace, Skype, Google Hangouts, and similar
-Expert knowledge operating, configuring and supporting iOS, Android and Windows Phone mobile devices
-Prior experience utilizing SharePoint to support business functions
-Advanced understanding of AD user and computer management, GPOs, Microsoft Exchange, delegate management, and related disciplines
-Prior experience using Microsoft System Center Configuration Manager for packaging and application deployment
-Working knowledge of networking fundamentals
-ITIL framework knowledge and understanding
-Basic project management experience
-Understanding of Cloud Computing technology use cases
-Experience with Virtual desktop management (preferably VMware Horizon View)
-Understanding of backup/restore technologies
-Experience with automation as it pertains to user and application configurations
-Bachelor?s degree or equivalent work experience
-MCSE or similar certification desired
For additional information contact,
Brian Bremer Senior Recruiter/Account Manager, Talon Search
TALON - Quality Staffing. Superior Search. Customized Solutions.
202 Carnegie Center, Suite 304
Princeton, NJ 08540
(609) 454-4806
www.talonpro.com
Ask our Talon Technology Occupational Consultants about our Referral Bonus Program.
Estimated Salary: $20 to $28 per hour based on qualifications.
Talon
Our client, located in Newark, NJ is seeking a Help Desk Manager for an immediate full-time position. Details include:
The team is looking for a Technology Manager to join our team at our headquarters in Newark, NJ. If you are passionate about client technology, technology adoption, have great people and technical skills, and a constant desire for improvement, we are interested in talking to you.
Summary
This role is responsible for managing and providing hands on technical support services for internal and external customers, including a wide range of functions such as physical and virtual desktops, end-user applications, mobile device support, collaboration tools and other related technologies. The individual in this role leads a small team of technology support personnel comprised of employees, contractors and vendors. He/she sets the strategy and provides direction to the team while overseeing the implementation of initiatives that provide high quality customer experience. This includes working with vendors, partners and customer groups to identify and remediate defects in products/services. This role is also responsible for setting operational goals, plans and schedules, closely monitoring program execution, driving issue resolution, and ensuring successful achievement of goals within defined budgets. This role requires strong leadership, excellent communication skills, operational management skills, and technical skills.
Responsibilities
-Lead a team providing end-user computing support across all business units
-Interact with and support internal and external customers at all levels including senior management and board members
-Assist with ongoing technology adoption throughout the organization and identify areas where additional help is needed
-Direct and mentor staff in the day-to-day operation, maintenance, and preventative upkeep of computing environments while providing hands-on assistance wherever possible
-Ensure that services provided meet and/or exceed established standards
-Develop relationships with business counterparts and periodically measure customer satisfaction across the organization
-Direct and assist in the design, testing, deployment, and support of standardized computer images consisting of the operating system and all supported applications
-Establish and maintain procedures for the configuration and deployment of all end-user systems and applications
-Develop exception policies for addressing non-standard requests and ensure staff is properly escalating such requests for approval
-Develop and maintain new hire training programs including quick reference guides for new employees
-Oversee desktop security, including data integrity and virus protection as it relates to computing hardware and software
-Oversee expansion, replacement, and/or improvement of licenses and contract terms for desktop services, hardware, and software products
-Develop and manage appropriate software and hardware asset management procedures including tracking of hardware lifecycle and warranty
-Oversee change management policies and procedures for any desktop or infrastructure changes that are performed by the team by following ITIL standards
-Ensure all purchases, upgrades and other changes comply with established policy and preferred vendor list
-Oversee the fulfillment of customer initiatives/requests and assist wherever necessary
-Oversee the planning and implementation of related projects and project plans
Skills and Experience Preferred
-At least 5 years of demonstrated hands on experience with focus on service desk operations and client technology management
-Outstanding verbal and written communications skills are a must; Candidate must have a strong command of the English language and be able to speak briefly and concisely
-Experience working effectively with executive management and board members
-Expert knowledge of personal computer fundamentals, Microsoft Windows and Microsoft Office products
-Prior experience with desktop, video and voice collaboration tools such as WebEx, GoToMeeting, MeetingPlace, Skype, Google Hangouts, and similar
-Expert knowledge operating, configuring and supporting iOS, Android and Windows Phone mobile devices
-Prior experience utilizing SharePoint to support business functions
-Advanced understanding of AD user and computer management, GPOs, Microsoft Exchange, delegate management, and related disciplines
-Prior experience using Microsoft System Center Configuration Manager for packaging and application deployment
-Working knowledge of networking fundamentals
-ITIL framework knowledge and understanding
-Basic project management experience
-Understanding of Cloud Computing technology use cases
-Experience with Virtual desktop management (preferably VMware Horizon View)
-Understanding of backup/restore technologies
-Experience with automation as it pertains to user and application configurations
-Bachelor?s degree or equivalent work experience
-MCSE or similar certification desired
For additional information contact,
Brian Bremer Senior Recruiter/Account Manager, Talon Search
TALON - Quality Staffing. Superior Search. Customized Solutions.
202 Carnegie Center, Suite 304
Princeton, NJ 08540
(609) 454-4806
www.talonpro.com
Ask our Talon Technology Occupational Consultants about our Referral Bonus Program.
Estimated Salary: $20 to $28 per hour based on qualifications.
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