Creative Services Jobs
Freelance
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