Vacancy expired!
- Forecast potential Help Desk issues based upon trending data and implement corrective action plans.
- Oversee Help Desk "User Complaint Process". Develop and maintain formal procedures for consistency and increased productivity.
- Resolve all escalated Help Desk requests.
- Prioritize and escalate requests in order to assure compliance with contractual and internal Service Level Agreements (SLA).
- Potential financial impact to MAXIMUS if SLAs are not met.
- Develop and maintain processes and procedures that dictate Help Desk ticket responses.
- Manage process of all local work station moves and new installations as required.
- Provide regular updates to Business Leadership. Manage the relationship between IT and Operations Management to ensure IT is seen as a trusted business partner.
- Conduct Monthly "1x1" meetings with staff and provide performance feedback.
- Evaluate employee performance and make recommendations on employee Bonus and Merit incentives.
- Responsible for planning employee work schedules to ensure sufficient coverage during operating hours.
- Responsible for interviewing and selecting qualified staff members.
- Cross-train employees to ensure work load flexibility.
- Monitor timekeeping for accurate client billing.
- Ensure staff are provisioned for appropriate systems. Minimum Requirements:
- Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
- In some instances this manager may be responsible for a functional area and not have any subordinate employees.
- Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
- Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
- Acts as advisor to subordinate(s) to meet schedules and/or resolve problems.
- Develops and administers schedules, performance requirements; may have budget responsibilities.
- Frequently interacts with subordinate employees, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
- Often must lead a cooperative effort among members of a project team.
- Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.
- Provides guidance to subordinates within the latitude of established company policies.
- Recommends changes to policies and establishes procedures that affect immediate organization(s).
Vacancy expired!