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