Help Desk Manager

Help Desk ManagerSeeking to hire a Help Desk Manager for a leading higher education IT Services company to work with a University in Buffalo, NY. Role Manage Help Desk and all customer services for the college and on behalf of the client, including providing oversight of the technology service, ticketing system, managing intake, assignment and escalation of help desk requests; delegating, installation, maintenance, troubleshooting, and repair of computer hardware and software components throughout the college.Assist technicians with troubleshooting and diagnosing technical problems, research hardware and software to fit individual user needs, and obtain quotes and make recommendationsTrain, coach, mentor, and evaluate staff performance making recommendations for personnel actions and professional developmentEnsure the availability of experienced staff to meet help desk needsProactively develop, implement, and maintain help desk processes and procedures to meet institutional and end user needs, monitor help desk performance trends and efficiency with a goal of continuous improvement, and establish service level agreements with all usersBe knowledgeable of the contract statement of workWork to manage the account against contract budget, as neededSet objectives and strategies for the help desk department in conjunction with client and company's combined objectivesWork with the expanded team to design, implement and customize IT systems and platforms to improve customer experience.Help facilitate the implementation of new systems, as applicable and within scope, and provide guidance to client IT staff and departmental users within the institutionMaintain daily communications with the remote team to ensure computer and network infrastructure in the institution operates at optimal performanceIn collaboration with the Service Delivery Management, guide and provide inputs to IT related projectsMonitor changes or advancements in technology to Client ways the institution can gain competitive advantageUse industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels) and adjust resources and processes accordinglyUse industry standard measures to report, review, and analyze help desk metrics.RequirementsProven experience as help desk Resource.Excellent knowledge of higher education IT systems, applications and infrastructureSkill in supervisory practices and experience managing teamsSolid understanding of data analysis, budgeting and business operationsSuperior analytical and problem-solving capabilitiesAbility to multi-task and organize, prioritize projects and ticketsExcellent organizational and leadership skillsOutstanding written and verbal communication and interpersonal abilitiesAbility to work under pressure with frequent interruptionsBS/BA from an accredited 4-year institution