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Posted: Monday, September 4, 2017 3:15 AM

The Wounded Warrior Project (WWP) Help Desk Manager is responsible for leading, developing, and motivating our team of Help Desk Technicians to deliver excellent technical/non:technical support with outstanding customer service, satisfaction, and timeliness within the organizationA?s budget. Additionally, the Help Desk Manager will be responsible for implementing and adhering to policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.Develop performance measurement framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skillsCreate and maintain a training program for increased business, customer service, and technical knowledgeWork with the IT trainer to develop and update training plans, materials, and documentation for users; coordinate new user and ongoing training sessionsResolve escalated issues of complex scope that impact the team and overall business objectivesManage Help Desk resources for optimal performance consisting of resource management for incoming customer inquiries, projects, administrative work, and time allotted for holidays and time offRequest equipment, tools, and software needed to allow Help Desk team members to adequately support customersPerform IT installations and configurations, and troubleshoot computer hardware and software in accordance with IT Services standardsManage the IT Help Desk to provide 1st level technical support; answering support queries via the telephone and emailAct as a further escalation point for unresolved or escalated requestsEnsure support team takes ownership of user problemsEnsure all requests are logged in the IT Help Desk ticketing systemEnsure knowledge management systems and documentation are kept up to dateProactively analyze incident trends and recommend and implement actions, with approval, to reduce incidentsKeep users regularly updated with alerts advising of any new or changed informationKeep all WWP hardware safe and secureDevelop business case justifications and cost/benefit analyses for IT spending and initiativesLeverage comprehensive understanding of support technologies to provide relevant adoption and technical recommendations on solutions and enhancements customized to WWPA?s business needsUpdate job knowledge by researching new technologies and software products; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizationsManage staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actionsOversee other core functions of the Help Desk including asset inventory, workstation patching, and other duties as assigned by the IT Operations DirectorOther duties as assignedAdvanced operating knowledge of and experience with personal computers, Macintosh computers, peripherals, Windows, Mac OS, mobile devices and Microsoft OfficeOperating knowledge of typical office equipment, such as Cisco VoIP telephones, copiers, e:mail, etc. requiredExercise confidentiality and good judgment when working with sensitive issuesAbility to reach common ground and drive personnel toward ITIL best practices in a new and growth oriented environmentPassionate about technology and solving problemsDetail oriented and organized with an ability to meet deadlinesStrong problem determination and resolution skillsDemonstrated ability to work independentlyExcellent verbal and written communication skills with ability to effectively communicate with users of diverse backgrounds and skill levelsDemonstrated ability to effectively and efficiently manage multiple projects in varying complexityStrong documentation and training skillsAdept at implementing technology:enabled business solutions for clients as part of a high:talent team focused on over:delivering customers needsUnequivocal commitment to the highest standards of personal and busi


• Location: Jacksonville

• Post ID: 18446327 jacksonville is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017