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Job Information
Job title

Service Desk Manager

Company Harvey Nash Plc
Wage Not specified
Location United States, Illinois, Deerfield
Employment type Full Time
Education Not Specified
Year Experience 3 - 4 Years of Practical Experience
Travel None
Published on 6/26/2007
Description
We are currently seeking to fill a Service Desk Manager position for our client in Deerfield, IL. We invite you to review the position requirements below and apply today if your skills match our need.

Overview:
The Service Desk Manager is responsible for establishing and maintaining an effective and efficient Service Desk. The Service Desk Manager will act as the single point of contact to users of IT services, provide restoration of service whenever possible, maximize service availability, own and manage incidents throughout their lifecycle, and provide communication to users and support areas. As part of this effort, the Manager needs to provide significant incident resolution, work with IT service providers, maintain service levels and understand financial management. The Manager is also responsible for managing permission requests and security access for data and systems.

This position is responsible for the direct supervision of 12 Service Desk and Computer Data Security personnel. Team development and mentoring is a key responsibility, as is establishing departmental objectives, prioritizing tasks and providing staff direction and guidance. The position requires someone that can provide independent thinking and judgment.

Responsibilities:
- Maintaining service and support levels for approx 3500 users of IT services as well as providing external support and service with users incidents and problem resolution.
- Responsible for the budget and finances for the service desk and computer data security departments.
- Adherence to established service levels is a key focus of the position.
- Keeping abreast of current Service Desk and Data Security technologies and best practices is essential.
- Recommend/establish service levels, support processes, escalation procedures and operational strategies for the Service Desk and support providers
- Direct Post-Mortems of severe and critical incidents including recommendations for resolution and future actions
- Determine how best to implement and follow ITIL principles and how to gain the best benefit from use of HP OpenView Service Desk
- Suggests and leads process improvements and cost containment efforts.

Qualifications:
- Knowledge and experience of Service Desk functionality and best practices
- An understanding of IT systems and the business services they provide
- Desktop support for HW/SW programs
- Microsoft operating systems (Windows XP), MS office
- Usage of basic diagnostic tools
- Understanding and experience with data and system security
- Must have excellent critical thinking skills in order to identify service and support issues
- Strong problem resolution skills
- Must have prior experience with compliancy and usage of financial reports
- Must have prior experience working with Windows and UNIX servers
- Prior Mainframe support / Application Development experience
- Must be flexible (Periodic overtime is required, as dictated by workload and issues)
- 5 to 10 years IT / project management required (10+ years IT / project management preferred)
- experience with SD and ITIL preferred
- 3 or more years experience with project management and team activities
- Management/Supervision of IT support staff
- Experience with vendor relations
- Experience with financials
- Strong background in organizing and tracking data
- Strong communication and interpersonal skills
- Experience with IT service and support systems and processes (preferred experience with ITIL)
- Experience with Service Desk applications and support documentation
- Experience with service level management and metrics
- Word Excel PowerPoint Microsoft Live Meeting, PMO system, Service ticket management system

Education / Certifications:
- Bachelors Degree required
- ITIL foundation Certification (ITIL practitioners =E2=80=93 preferred)

Apply now if your skills and experience are a good match for the position and remember this: At Harvey Nash, the door to opportunity is always wide open.df-tc

Experience/Skills
See above

Other desired skills:
Service Desk Manager
This job has expired.