INFORMATION TECHNOLOGY - HELPDESK MANAGER

Schoor DePalma, one of the region’s leading engineering and consulting firms, employs more than 1100 professionals from 22 office locations throughout New Jersey, Pennsylvania, New York, Maryland,Arizona and Florida. Schoor DePalma’s nine engineering and consulting divisions include: construction services; environmental; building services; municipal services; real estate services; traffic & planning; transportation; water resources and telecommunications.

At Schoor DePalma, you'll find an exciting environment, with bright, energetic, intelligent individuals. The firm provides its co-owners with this energy through the opportunities it provides for professional and personal growth. We strive to create an environment for our co-owners where they feel both challenged and confident. We believe an investment made in the growth of our staff is an investment made in the firm's future success. The extent of our capabilities can be seen through our staff and our commitment to quality procedures and service.

We are looking for a HELPDESK MANAGER to join our Information Technology Dept. in our Manalapan, NJ location.
REQUIREMENTS
The Help Desk Manager is very important to the success of the Help Desk. They are the primary person responsible for the day-to-day operations and the position requires at least five years of Help Desk experience with 2 years as a Supervisor/supervisor. It also requires previous experience as a technical support consultant with comprehensive knowledge of PC operating systems, networking and application support.
Roles and Responsibilities
Help Desk Performance
• Create/maintain mission, services and quarterly objectives for the Help Desk
• Get input from customers, management, and other IT groups on quality of provided services
• Meet service level agreements
• Regulate equipment deployment
• Ensure participation and buy-in of help desk processes and procedures from help desk staff and technical support partners
• Provide a first level escalation when customers wish to speak to a manager or supervisor
• Monitor, evaluate and improve on misrouted calls

Help Desk Function
• Manage the day-to-day function of the Help Desk, ensuring that processes are followed and procedures are working
• Direct management of Level-1 and Level-2 Help Desk team lead according to established performance measurement plan
• Assess the skill level of all employees and develop a training plan for each employee
• Work to achieve training plan objectives with each employee and establish a career path
Planning
• Plan for the effective implementation of new products and services into the current Help Desk support environment
• Evaluate and improve on an ongoing basis through research and implementation of new technologies
• Create an annual plan for the Help Desk, report on progress and update quarterly
Staffing
• Supervise staff and assist with hiring and training of new employees
• Monitor employee's performance and conduct periodic meetings
•
Problem analysis and resolution
• Assist with customer calls as required
• Analyze and resolve support requests according to the service level agreements with the caller, escalating when necessary
• Analyze trends in collected date to determine the cause of problems, not just the symptoms, taking action to prevent problems from recurring
Communication
• Keep management informed of trends, significant problems and expected delays
• Keep customers informed of global problems or scheduled downtime
• Keep customers informed of progress on problems that cannot be resolved at the initial point of contact
Training
• Stay informed of technology advancements, especially those that will assist with providing enhancements to the help desk
• Provide training and mentoring to Level-1 and Level-2 Help Desk team members and encourage them to follow proper procedures and assist them to learn new troubleshooting skills


Job Requirements
Qualifications
Bachelor's degree in technical field required. MCSE or equivalent experience preferred. 5-7 years of technical support experience with at least 2 years of management experience.

If you meet these requirements please forward your resume and salary requirements to [Click here for email] and refer to ad #233 in the subject line.

For additional company information please visit our website www.schoordepalma.com
EOE