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Job Information
Job title

Senior Operations Help Desk Site Manager

Company Ajilon
Wage between $0.00 - $0.00 Annually
Location United States, Tennessee, Nashville
Employment type Full Time
Education Not Specified
Year Experience 3 - 4 Years of Practical Experience
Travel None
Published on 3/26/2008
Description
Responsibilities:
* Oversee TPC Service Desk operations, including critical BDS and PCS Platinum Service Desk operations, managing escalations of critical outage escalations with potential SLA deliverable and financial impacts.
* Direct management of staff and vendor-provided call agents.
* Serve as escalation point for general server, network, or other infrastructure-based outages with broad impact, from a Service Desk Incident Coordination perspective. Provide Incident Coordination, Critical Incident escalation, and other services related to critical conversion efforts.
* Provide backup to site manager at alternate datacenter (CNJPC) in overseeing all Service Desk logistical and administrative requirements like shift schedules, backfills, vendor interface, and process improvement interactions with other Data Center platform managers.
* Train new helps desk staff including team leads.
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Experience/Skills
Business Skills:
* Over 5 years experience with the Service Desk and/or Field Support role. Position requires excellent communication and customer relation skills.
* Must be well versed with tool sets such as Peregrine and Remedy. Well versed with ITIL and Service Desk best practices. Well versed with MSOffice and Lotus Notes.
* Well versed with desktop hardware and operating systems such as XP and WIN2K. Must be familiar with Novell, AD and Lotus Notes server environments.
* Must be familiar with telecommunications, such as firewall, VPN, routers, and switches. Familiarity with open systems is a plus.
* Familiarity with telephony solutions such as voice over IP, automatic call distribution and CTI.
* Familiarity with Client/Server environments such as Citrix is a plus.
* Familiarity with the following Mainframe environments: CICS, IMS, VTAM, DB2, MVS, and NETVIEW Certifications such Certified Help Desk Professional, A+, MCSE and MCP a plus.

For your role in working closely with business users and facilitation of communication of requirements, you should demonstrate:
* Strong written and verbal communication skills
* Effective professional relationship building skills
* Consensus building and facilitation skills


Other desired skills:
Senior Operations Help Desk Site Manager
This job has expired.