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1.: Job: Help Desk / Operations Manager - LI City NY From: Brian Mecca

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1.: Job: Help Desk / Operations Manager - LI City NY

Posted by: "Brian Mecca" Brian.Mecca@yahoo.com bd_mecca

Mon Jan 16, 2012 11:08 am (PST)

[Attachment(s) from Brian Mecca included below]

If you are interested and qualified please contact Ralph Clark.

Ralph Clark
Ralph Clark Associates
(732) 446-7227
rclark@ralphclarkassociates.com

Job Description:

The Help Desk/Operations Manager will manage a
team of Support Analysts. This team supports users. In addition to general
management, the candidate must have experience with project management,
handling upgrades and rollouts, meeting deadlines, working with other
department managers, handling software deployments and experience improving
processes. Strong technical skills are a must.

Responsibilities:
       Monitor, evaluate and improve the overall
support process including, unresolved open cases, abandon rates, escalation to
level 2/3, phone skills, and customer escalations.
       Manages the Helpdesk support
staff by defining and establishing schedules, setting priorities, providing
support/direction and dealing with administrative issues as needed.
       Gather and analyze metrics to
benchmark the helpdesk workload/performance and identify trends in call center
issues.
       Train helpdesk staff on operational
procedures and troubleshooting techniques. Provide training on new hardware
and/or software applications as requested.
       Analyzing and identifying trends
in issue reporting and devising preventative solutions. Expected to offer
suggestions for any noted process improvements and develop the new procedures.
       Validate current service
level agreements and manage service level compliance Escalation point for all
POS related issues
       Communication with senior management regarding
any and all POS help desk issues.

Required Skills:
       7 years professional
experience with a minimum of 3 years experience managing a help desk in a
retail environment.
·                Must have a strong Retail background working with POS and AS/400
systems.
       Thorough knowledge of Windows operating systems,
PC Hardware, and networking concepts/troubleshooting
       Confident and professional manner when dealing
with peers and customers
       Experience planning, managing,
rollouts/deployments, meeting deadlines
Bachelor's Degree and strong work history. Certifications a plus
Will manage a 24/7
environment
Some disaster recovery
exp as in sunguard or related exp
Exp with help desk
reporting tool –they use numera footprint

Spec

brian -----know anyone for this ---licity loc --salary to 95k ---let me know--thanks

Ralph Clark
Ralph Clark Associates
(732) 446-7227
rclark@ralphclarkassociates.com

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