Description:The IT Service Desk Manager manages all personnel activities of the IT Service Desk, including the recruitment and training of Computer Support Specialists. This position also ensures service level agreements are being met, assists in the escalation of issues and requests from the business, produces and maintains KPI’s across all Service Desk staff and functions, develops and enforces quality controls across all processes and procedures on the Service Desk, and enforces processes that maintain the integrity of the firm’s security and customer service to employees and clients. In addition, the position works closely with other IT & Business leaders to ensure that business needs are understood, prioritized, and properly supported.Requirements/Qualifications:
Four-year college degree and/or significant related work experience.
Prior management experience of 10 or more staff preferred.
ITIL certified preferred. Certification will be required within 120 days of starting.
Knowledge of the Financial Services industry preferred.
Series 99 or equivalent preferred. Certification will be required within 120 of starting.
Excellent problem solving and analytical skills. Excellent problem solving skills is an acceptable substitute for formal computer help desk experience.
Proficient computer skills and knowledge of software packages and their applications to include Microsoft Office and Microsoft operating systems.
Excellent communication skills, both oral and written. Ability to communicate technical directions, both in person and over the phone.
Excellent customer service skills. Ability to work successfully with a variety of personalities and various management levels.
Experience working in a team-oriented, collaborative environment.
Highly self-motivated and self-directed.
Ability to travel as needed.
Follow policies and procedures. Maintain client confidentiality.
Duties:
Provide daily operational oversite and ensure continuity of the IT Service Desk during and after market hours. This includes the management of personnel and processes.
Enforce service level agreements and ensure quality controls are in place to provide the best customer service possible to our internal customers.
Work in collaboration with the ITSM Analyst to produce and present KPIs and metrics across activities managed on the Service Desk, to senior management.
Work in collaboration with the IT Assets space to ensure the provisioning and procurement processes are handled on time and with care.
Implement and monitor controls relating to the onboarding, transition, and offboarding of Davidson associates.
Identify, escalate, and remediate common trends preventing the productivity and efficiency of requests and incidents flowing between the Service Desk and other internal IT teams, to IT Management.
Work closely with company business units and their respective branches to ensure that the business needs are understood and that prioritized incidents and requests are resolved in a timely manner.
Assist in the administration and maturity of core Service Desk Infrastructure and software, including call center and ticketing systems.
Maintain and enforce department and regulatory processes, procedures, and documentation.
Assist in the implementation and support of any information technology related projects, assets, procedures, or applications.
Identify and implement changes within the Service Desk to streamline workflows and routine procedures.
Perform any other duties as assigned.
Additional Skills & Qualifications:Need to have great communication and experience Atlassian and the finance industry is highly preferred.Experience Level:Intermediate LevelFor Contract and Contract to Hire positions:
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Posting close date Sept 19, 2024 About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.