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Manager, IT Service Desk & Desktop Support

Company Name:
Jackson Laboratory
Tracking Code
4636
Job Description
The Jackson Laboratory has a full time opening for a Manager, IT Service Desk & Desktop Support . The Manager's role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.
The Manager, IT Service Desk & Desktop Support is responsible for:
Planning, designing, and analyzing the organization's service desk according to best practices, while ensuring high levels of customer service quality and instilling a good customer service attitude with all staff by focusing on rapid response, first call resolutions and professional behavior in stressful situations.
Developing, implementation, and oversee policies and procedures to ensure consistent service levels and quick resolutions.
Staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans.
Contributing to escalated problem resolution by giving in-person, hands-on support to end users when necessary. The manager is also responsible to plan and conduct performance appraisals of all Service Desk and Desktop Support staff, administer disciplinary action, raises and promotions when necessary.
Management of the Desktop/Laptop standardization both in vendor make & model as well as base application install. Responsible for purchase costs as well as to enable streamlined support across consistent hardware.
This position requires significant intra-departmental coordination and communication to normalize primary support responsibilities from application developers and project implementation teams to the centralized Service Desk in order to achieve the a goal of resolving most issues on first contact.
Required Skills
Bachelor's degree in Information Technology or related field or five years technical support in a corporate or academic environment with at least three years of providing telephone/remote support to hundreds of users.
Previous staff management experience.
Knowledge of ITIL (or similar) processes for Incident, Problem and Change Management.
Ability to communicate technical information clearly in written and oral form.
The successful candidate for this position will be required to clear a Background Check and Consumer (Credit) Report prior to starting the position.
Job Location
Bar Harbor, Maine, United States
Position Type
Full-Time/Regular

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