Manager of Outsourced Help Desk

Prestigious Firm in Lake Zurich is seeking a  Manager of Help Desk. They outsource their support so this position will oversee the outsourcer as well as be supporting all technology at the corporate office. This Manager will have two people underneath them onsite and several offsite. There are 500 users onsite, 750-1000 offsite that the outsourcer will handle. This position encompasses  all desktop, iPad, OiS, android, wireless connectivity, Offsite sales people, and end users. This individual must be able to come in and put in place the processes and procedures that will streamline the help desk. 

Responsibilities will include:

• Provide leadership across the enterprise in support of company 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
• Local Candidates Only