Help Desk Manager

*Must have a Bachelors Degree*

Prestigious Enterprise Company is currently seeking a Help Desk Manager. Candidate will manage the Outsourced Service Desk and desktop support functions. This role is responsible for providing leadership both in the daily operations of the support desk functions as well as providing leadership with key initiatives including desktop management, process improvements, SOX reporting, metrics, user provisioning and management. This role will lead resources both internally as well as managing outsourced resources. This is a temporary position with the option to transition to a Full time employee after a probationary period.

Responsibilities:

Provide leadership across the enterprise in support of the support desk services, including managing internal, outsourced, and offshore resources as required
Provide superior customer service as defined through customer satisfaction surveys and support metric service level agreements
Develop administrative policies and procedures, identify and implement continual process improvement opportunities
Provide activity, progress and status reports to management and keeps management posted of any critical issues
Provide leadership for the enterprise desktop computing environment and network administrative functions
Ensure timely patching of operating system, security, and application software
Manage equipment standards for desktop computing environment
Provide leadership for key project initiatives that provide value to the organization
Ensure licensing requirements are effectively managed
Ensure SOX compliance of services including user access provisioning and access rights
Align resources to work with other IT areas in key deployments of new technologies
Provide a challenging environment and opportunities for advancement

Responsibilities:

Bachelor's Degree in Information Technology or related business focus area required
10 years experience in IT management with a minimum of 5 years in customer service
3 years experience managing an outsourced support desk required
Skilled in project management, coordination, and problem solving
Excellent interpersonal, and written and verbal communication/presentation skills
Exceptional Customer Service skills
Occasional International and Domestic travel required