IT Services Desk Section Head

• Directs and manages the day-to-day operations and functions at the Technical Help Desk and Technology Service and Support (TSS).
• Acts as a liaison with management in the development and maintenance of systems procedures.
• Collaborates with key stakeholders, as well as business partners to develop and implement technology solutions.
• Responsible for ensuring optimal performance of IT Services Division team staff and the various products and services they support via the Help Desk from Alexandria Logistic Center.
• Continuously improve Help Desk processes including Incident, Problem, and Knowledge Management.
• Manage and monitor all help desk team in handling the tickets for accuracy, escalation, and completion.
• Oversee staff activities of the remote teams and on-site teams and ensure response times are met
• Build/obtain (from other departments) training material for support staff
• Assist with Management in Interviewing and Hiring of Remote and on-property support technicians
• Train, Coach and Mentor Support Specialists
• Schedule employees working times and provide Backup Support as needed.
• Provide real-time feedback to all support teams and evaluate performance
• Manage and coordinate urgent and complicated support issues to ensure they a resolved with high satisfaction
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Manage process for communicating outage/emergency activities to the organization as well as external clients
• Act as escalation point for critical requests and incidents.
• Work through RMA and Shipping Needs to complete any customer orders or changes/upgrades
• Work with our Data Center partners to complete requests such as remote hands
• Manage Server Deployments and oversee our IT Service Delivery Members to ensure KPIs are hit.
• Coordinate and plan placement of all hardware installed in the data center

job requirements

8 to 12 years

Not Specified