Creative Services

Freelance
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Job# 22178
Contact# 5493394

Technical Services Manager

CompanyOverview:

Ourclient is a cool, innovative and creative digital consultancy firm working on aglobal scale.  This international companyhas been thinking outside-the-box before it was cool. With an impressive listof clients and an impeccable track record, they know how to bring their visionsto life.

PositionOverview:

Inthis role you will be responsible formanaging the activities and responsibilities of a 24/7 Service Desk teamsupporting a large, complex and cutting-edge NYC agency.  You will be responsible for providinghigh-level technical and operational direction to the team as well as theensure service all support service levels are met.

Responsibilities:

  • Provide leadership, training coordination, resource management, and operational effectiveness skills for a 24 x 7 service desk
  • Coordinate management of incident tickets, change tickets, maintenance and outage notifications, device provisioning, reporting, and workforce management/shift coverage activities
  • Prepare Executive level reports and deliver status to senior customer management
  • Focus on continuous process improvement and customer satisfaction
  • Maintain knowledge of relevant technologies and standards
  • Monitor and improve Service Desk performance metrics


Key Qualifications:

  • 5 to 10 years' experience in managing customer facing technical support teams
  • Bachelor Degree in a technical discipline, Science or Business Administration
  • PMP or equivalent certification
  • Exceptional team building skills
  • Proficient in Excel and PowerPoint
  • Strong interpersonal skills, ability to effectively communicate, negotiate, persuade and collaboratively work with others