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Service Desk Manager

Location: Rochester
Posted on: May 23, 2018

Job Description:

Service Desk Manager Job in Rochester NY:
Direct Hire
 
 
The Service Desk Manager is responsible for the effective operation of Global IT Service Desk Operations; successfully achieving the defined service levels and client satisfaction.  This individual is directly responsible for Global Service Desk across multiple regions
 
The Service Desk Manager establishes and enforces global standards to ensure consistent technology delivery and end-user experiences. Establishes effective communications with appropriate executives and managers to ensure that proper Information Technology needs are delivered with excellence.
 
Essential Functions of the Service Desk Manager:



  • Oversees the operations of Tier I & Tier II Service Desk teams, PC/mobile device strategy/architecture, and system automation tools/technologies.
  • Optimizes and efficiently delivers with excellence high quality incident, request management services throughout the organization ensuring high customer satisfaction levels are maintained.
  • Develops strategy and enforces global policies and standards for all user tools, i.e. desktops, laptops, associated applications, mobile devices, etc.
  • Drives the modernization of technologies in all areas within scope of responsibility to ensure that  end user technology foundation is at par with similar companies.
  • Plans, coordinates and schedules feasibility studies and surveys, including economic justifications of proposed versus existing equipment and procedures.
  • Assists department managers in selection and setup of local/regional applications for their usage following application approvals, standards, policies and procedures.
  • Works with internal IT/IS departments and business units to identify opportunities for service improvements as determined by business needs.
  • Provides a high level of service, reporting, accountability, and clear executive and technical level communications pertaining to the areas of responsibility and accountability.
  • Develops and enforces policies and procedures relating to IT specific contract requirements. Ensures contracts are in the best interest of IT to ensure hardware and software, assets, data and licensing are protected.
  • Assesses, develops and implements alternatives to reduce the total cost of ownership associated with IT equipment. This included purchasing alternatives, maintenance alternatives, licensing alternatives which are all designed to support the current operating budget. Negotiates with vendors and management regarding the purchasing of IT hardware and software to ensure the best cost and services are provided.
  • Tracks and plans PC/mobile device and software asset management activities including inventory, and life-cycle management.
  • Maintains compliance with Sarbanes Oxley and FDA validation processes and procedures.
  • Plans and manages departmental operating and capital budgets.


 
Qualifications of the Service Desk Manger:



  • In depth knowledge of regional and global business objectives and strategies.
  • Ability to plan, organize and execute global projects and initiatives.
  • Deep knowledge in desktop automation, application delivery, hypervisor technologies, Citrix, & VMWare.
  • Excellent management skills and ability to re-enforce company core values
  • Able to resolve problems in a timely manner.
  • Ability to follow and manage Sarbanes Oxley and FDA validation processes and procedures.
  • Excellent time management, communications, decision-making, presentation, human relations and organization skills.
  • Intermediate skill in the use of Excel, Word and PowerPoint. Advanced preferred.
  • Ability to read and understand highly technical material.


 
Work Environment:



  • Occasionally lift up to 25 pounds.
  • Prolonged sitting in front of a computer.
  • Travel ~10-25%
  • Frequently subjected to pressure due to time demands
  • Education:
  • Bachelor’s degree in business or computer science; may have post-graduate education or training.
  • At least 3 years ITIL experience and/or certification.
  • Certified in Helpdesk Management preferred


 
Our client is ready to begin interviewing on site for the position of Service Desk Manager. For more information or to be considered for this opportunity please apply directly to this posting.
 

Keywords: , Rochester, Service Desk Manager, IT / Software / Systems, Rochester, New York

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