Job Details

ID #17185472
State Wisconsin
City Madison
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source V-Soft Consulting Group, Inc
Showed 2021-07-23
Date 2021-07-22
Deadline 2021-09-20
Category Et cetera
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Technical Support Help Desk Manager

Wisconsin, Madison, 53701 Madison USA

Vacancy expired!

POSTING TITLE: Technical Support Help Desk Manager V-Soft Consulting has a client located in

Madison; Wisconsin is looking for a

Technical Support Help

Desk Manager. This is

Contract position.

What we are looking for:
  • Bachelor’s Degree in Information Systems, Computer Science, Infrastructure/Networking or related field.
  • Demonstrated ability to meet and exceed customer service expectations and achieve 100% customer satisfaction levels.
  • Who has ideally supported users to navigate and use investment specific software and systems such as SimCorp, Bloomberg, FactSet, eFront, Aladdin, MSCI Risk Manager, and Charles River.
  • Deep experience in Microsoft 365 applications, including Teams and SharePoint.
  • Experience in hardware/desktop deployment and automation.
  • Thrive in dynamic and fast-paced environment where balancing the needs of multiple business partner while remaining calm under pressure is key.
  • Work well with all levels of the organization utilizing a client-centric approach.
  • Experience using Microsoft Autopilot and Azure Hybrid Domain Join.
  • Minimum of 8-10 years’ experience ideally within the investment management or financial services industry sector; 5 plus years successfully managing teams.
  • Responsible for hardware and software support, customer service and/or production support in multi-platform environments.
  • Experience with working with and being a liaison for outsourced and hybrid service desk support models.
  • Experience designing, building, and maintaining inventory systems.
  • Expected to be on-site.
  • Looking for an experienced and passionate, client focused, technically astute, good-natured, hardworking Technical Support Help Desk Manager will focus on providing strong leadership and effective end-user solutions.
  • The manager is a critical role in our IT Infrastructure Team.
  • The manager is responsible for overseeing day-to-day activities of service desk operations to ensure users and business teams receive the support they require.
  • The Technical Support Manager should have 7-9 years of IT experience, 3-5 years of experience ideally within the investment management or financial services industry sector and 5 plus years successfully managing teams.
  • Provide exemplary customer service to SWIB’s 230+ employees, ensuring customer service is timely and in accordance with customer values.
  • Responsible for managing the day-to-day operation of the IT service desk (including internal, outsourced or hybrid models).
  • The areas of responsibility within the service desk include excellent customer service, 1st level trouble isolation for technology services, products, and components, as well as business dealings with related vendors and other administrative and operational duties using industry standard methodologies.
  • In addition to managing the service desk specialists, the manager also monitors operations to ensure issues are addressed in a timely manner, as well as serving as the service desk liaison to major business-impacting initiatives.
  • Develop and maintain formal procedures for consistency and increased productivity. Implement methodologies to improve first call resolution, manage customer perceptions, and build strong business unit relationships.
  • Define and maintain a comprehensive root cause analysis and apply appropriate solutions for lessons learned on major or service impacting events.
  • The role is part general management, part service operations and part special projects, as well as being hands-on which includes taking tickets and resolving issues for users directly – the manager wears many hats and takes ownership of key outcomes.
  • Engage and communicate with clients in a professional and highly responsive manner, which includes providing timely updates and ETA’s.
  • Interact with business end users, IT Information Security, vendors, and technology providers.
  • Manage the IT hardware and software lifecycle from procurement, inventory, and decommissioning.
  • Conduct training for SWIB’s employees on new technology roll outs.
  • Provide configuration, recommendations, and best practices to senior leadership.
  • Work collaboratively with other support teams in the organization.
  • Maintain excellent documentation of ticket resolutions and write knowledge-based articles as appropriate to support the needs of the organization.

Vacancy expired!

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