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Job Information
Job title

Technical Help Desk Manager

Company JES Search Firm, Inc.
Wage Not specified
Location United States, Georgia, Alpharetta
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 2/8/2007
Description
Hi one of our clients located in Alpharetta, GA off of Windward Parkway. Is looking for a technical manager to lead and incorporate best practices in the functional areas of software and hardware Technical Support, Device Fulfillment, and Solutions Support. This position will supervise a staff and ensure resolution of technical and training issues for all of clients. Support is typically provided as a Help Desk to Help Desk model where our Clients provide the first tier of support (Tier 1) and escalate to Technical Support for certain issues as Tier 2 support. In leading Device Fulfillment, the Director of Client Services will ensure device inventory is maintained, properly activated, and shipped to customers on time. In addition, any device returns will need to be managed effectively processed. Solutions Support will provide pre-sales and trade show assistance, new customer implementation and training, and ongoing customer account management. This person should not just be a manager but also have technical knowledge to work with the technical people and not just understand processes and procedures. If you are interested in this opportunity please send me a copy of your resume and salary requirements. Thank you.

Responsibilities:

Establish quality process and policies for all areas of responsibility, including methods and procedures, key performance indicators, and management reporting. This includes, but is not limited to:
Technical Support troubleshooting and system tools
Ticket Management system and issue escalation process
Device Fulfillment (receiving product, activation and programming, and shipping)
RMA process for return of devices and ensuring sustainable service
Sales Support processes such as customer demonstrations, tradeshow booth attendance, customer implementation process training, ongoing lifecycle management of customer account support.
Continuity planning for disaster recovery or other unexpected situations.
Directly supervise task contributors to ensure timely and quality execution.
Lead Situation Management process for resolution of highest priority issues and ensure communication to key stakeholders.
Always delight customers with the support experience. Meet or exceed measured customer satisfaction metrics.
Lead continual process improvements and team efficiencies.
Compile management reporting for all key performance indicators and service levels
Motivate, develop, and supervise, and when appropriate, enforce corrective action for all staff reporting to Director of Client Services
Any other assistance as requested by management.
On-call rotation required.
Hours of support may vary, including weekends as needed.


Skills and Experience:

Excellent oral and written communications, and responsiveness to issues
Bachelors Degree /Associates Degree required or 4+ years of equivalent work experience/certification.
3 years or more experience leading a staff of 5 or more with administrative responsibilities such as hiring, firing, objective setting and reviews, and day to day supervision.
2 or more years proven experience leading in a client facing call center, help desk or technical support environment or equivalent consulting experience.
2 or more years proven experience leading logistics or fulfillment center
2 or more years proven experience leading pre sales support
2 or more years proven experience in a related field, or equivalent of training and/or experience.
Demonstrated exceptional time management and interpersonal skills
Proven experience in a self-directed work environment




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Experience/Skills
Noc Manager or Help Desk Manager, Windows NT, Linux

Other desired skills:
Noc Manager or Help Desk Manager, Windows NT, Linux
This job has expired.