Vacancy expired!
Apex Systems is seeking a Help Desk Manager in the Reading area. If you or anyone you know would be interested please send an updated resume to mfetterolf@apexsystems.com Role: Help Desk Manager Location; Reading, PA Summary: The Help Desk Manager position is responsible for ensuring the day to day functions of Help Desk processes. These processes involve generating and compiling information for reports, assisting Level 1 and Level 2 Agents, setting schedules, providing coaching and feedback, and gathering analysis of data for reporting. Responsibilities:
- Monitor call/chat durations of Level 1 Agents
- Maintain ServiceNOW queue
- Re-route tickets from Help Desk ServiceNOW queue to appropriate resolving groups
- Maintain IT SERVICE DESK (Level 1) SERVICENOW queue
- Correct and reassign tickets as needed
- Provide feedback to level 1 Agents for improvement/training
- Maintain Escalation boards (1-3) during outages
- As issues develop, instruct Level 1 agents to assign incidents to specific queues for issue tracking purposes
- Assign incidents within queues to appropriate resolver groups or close as needed.
- Maintain channels of communication with other groups/departments to facilitate a speedier, more streamlined escalation and resolution process
- Escalate all outages to the appropriate support contact or group
- Assist resolver teams in resolving outstanding problems
- Oversee process of verifying fixes with end users to ensure resolutions of widely occurring problems
- Function as an escalation point for critical issues
- Assist other teams with research & resolution of issues
- Assist in maintaining Help Desk agent computer hardware/software issues that Level 1 agents are unable to resolve on their own
- Develop tools and procedures to streamline the reporting and handling of issues
Vacancy expired!