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Manager, Service Desk

Location:
Chicago, IL 
Area Code:
312 
Telecommute:
no 
Travel Required:
none 
Skills:
Manager Service Desk, ITIL, Help Desk Manager 
Pay Rate:
75k-110k + 20% bonus 
Tax Term:
FULLTIME 
Length:
Permanent 
Date Posted:
11-25-2014 
Position ID:
sb-servdsk-nb 
Dice ID:
napil006 

Prestigious enterprise firm seeks a Help Desk Manager.  The candidate needs to have come from a large environment and should understand how to build an enterprise class, customer focused Service Desk.

As the Service/Help Desk Manager, you will be responsible to the oversight of Help Desk operations including monitoring, tracking and prioritization of service issues.

You will lead a staff of 6 technicians and serve as an escalation point for critical issues to be handled by other IT teams.

You will also serve as a liaison between IT and business leaders for incident management and communications. 

Responsibilities include;

  • Lead staff to document existing and new procedures that standardize and streamline support delivery;
  •  Create and implement an IT Support knowledge base;
  • Oversee and help to execute IT purchasing;
  • Create new standards for IT purchases and other equipment resulting in cost reductions and workflow efficiencies;
  • Create an asset management process for stock tracking and reorder points, and an asset destruction process for PCI compliant disposal;
  •  Manage vendor relationships - create new and grow existing vendor relationships to create departmental efficiencies that align with overall business goals and utilize operational metrics to ensure Service Levels are being met, and identify areas for improvement. 

You must have experience working with the following key technologies:
 Microsoft desktop and server OS (all), desktop and server virtualization, Symantec BackupExec, TCP/IP networking including routers, switches, firewalls, and VPNs. Extensive use of Dell, HP, and Cisco products.

Requirements

  • 10+ years experience with IT desk-side support in a customer-focused operation having specialized IT service delivery experience, including enterprise help desks, and/or Tier 3 facility services from inception to deployment.
  • 4+ years managing/Supervising and IT Help Desk environment
  • Bachelor’s degree in computer science or related field.
  • Experience in Network and systems design, maintenance and support.
  • Help Desk Manager Certification, Microsoft certification or other industry related certifications preferred.
  • Experience in the management and supervision of a number of help desk staff.
  • Analytical and forward thinking with the ability to troubleshoot and quickly resolve technical and procedural issues while providing outstanding customer and client support.
  • Experience in being a Mentor, team builder, coach – must enjoy working with people, empowering others and contributing to their successes.
  •          Must be currently working in a similar position.
  •          ITIL v3 Foundation Certification required
  •          Experience with KACE service desk management experience a plus
  •          Experience working in a Project Management Organization a plus

Technical Experience

  •          Experience supporting a Cisco Call Center environment
  •          Experience supporting a Microsoft systems environment
  •          Experience working in Open Systems environments
  •          Basic understanding of open systems technologies and architecture, such as Novell, RedHat, Microsoft, AIX and HACMP experience and MAC OS/X
  •          Working knowledge of management tools (KACE, Solarwinds)
  •          Experience with compliance regulations (PCI, HIPPA, SOX) a plus
Stephanie Baker
Request Technology, LLC
200 East 5th Ave.
Suite 116
Naperville, IL 60563
Phone: (630) 717-5865
Fax: 630717.1109