3 months ago
Manage a comprehensive, integrated help desk and trouble ticketing system that allows users and support personnel to interact in real time to report, diagnose and resolve issues quickly and efficiently without physically visiting the desktop. This manager along with his/her staff provides the service needed to resolve issues quickly, satisfy user needs, and keep the organization functioning efficiently.
College degree required in Business or Computer Science. Advanced degree in related in field is a plus
5 years of on-the-job experience managing technical services or related personnel is required. 3 or more years’ experience in PC technical environment is required. Experience in managing supervisors in a related field is preferred.
SKILLS AND ATTRIBUTES:
Thorough knowledge of systems used by the Company.
The ability to quickly grasp new ideas as well as technical knowledge and employ these with minimal instruction.
PC operation knowledge.
Charts the Course- Translates strategy into actionable objectives and plans. Maintains direction, balancing big-picture concern with day-to-day issues.
Sets High Expectations- Has courage to raise the bar continuously/routinely. Holds self and others accountable for continuous improvement. Communicates expectations directly, openly and effectively (acts as a coach).
Inspires Others- Creates and models a confident and winning atmosphere. Builds teams whose impact is far greater than the sum of their parts. Celebrates success and learns from disappointments. Creates an atmosphere where all see opportunities to stretch, take risks, create, contribute and learn.
Finds a Way- Continuously monitors customers and operations to spot issues. Faces reality and adjusts to keep commitments. Models confidence that sees change as opportunities.
Delivers Results- Keeps his/her promises. Does not rationalize shortfalls and is accountable. Demonstrates strong operational skills.
Personal Computers: Investigate, purchase, install and support all PC hardware and software company wide. Technically assist all users regarding any problems and/or upgrades. Establish business plans regarding the company’s migration into new environments. Assume all responsibility for implementation. Assist users in assessing their requirements to support their project goals.
Communications: Maintain existing data cables as well as oversee and participate in running new data cables. Setup and monitor all external communications. Setup and support dial-up communications for: Remote user access and Customer demos at trade shows. Evaluate terminal emulation software for the Tandem System. Support all communication protocols.
Support/Service: Ensure 24-hour seven days a week on call coverage exists for the system. Schedules all down time in advance, with the customers. Responsible for all system equipment repair and replacement as necessary. Keeps management abreast of new products (hardware/software) that enhance the system’s productivity.
Other Responsibilities: Disk Management, including analysis of storage allocation and optimizing response times. Support in-house Lee Data Terminals and printers (MDC, PLINQ). Troubleshoot and resolve terminal problems related to REDARS. Maintain and protect company e-mail system. Work with Human Resources to conduct appropriate surveillance of Company networks and email systems. Manage software and product licensing agreements. Lead and perform data conversion processes. Assist users in assessing their requirements to support their department and Company goals. Maintain strict confidentiality of Company, employee, and customer information.
Other duties as assigned.