Service Desk Manager Full Time

This is only for the permanent residence of US.
Title: Service Desk Manager
Location:NYC

Description:
Candidates need to be ITIL Certified.
Need to have some ERP, Lawson experience.

• Manage a service desk team support approximately 500 end users.

• Work with Service Desk technicians to provide direction and guidance during troubleshooting process. Assess expertise and loop-in resources as required.

•Primary objectives includes maintaining low open case count and high productivity of the staff.

•Design and implement processes and procedures to achieve primary objectives.

•Crisis management if situation so-demands.

•Schedule resources operating two shifts with after hours on-call support.

•Responsible for talent management of the team including hiring, training, coaching, and performing performance reviews.


Requirements

•5 to 10 years experience managing a service desk for a technology service organization including experience with networks, operating systems, and enterprise application software.

•Position is 100% based out of NYC headquarters.

• Experience managing remote/work at home staff

• Experience with Supportforce.com or other industry leading ticketing system a plus

•College degree, MBA a plus
Thanks
Mike Smith
msmith@technodyne.net
973 741 6154
Technodyne LLC