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Information Systems
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The User Services Manager’s role is to oversee the day to day operations of User Services Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Manager will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level when necessary.

Your Key Accountabilities:

- Supervision of User Services support staff in European region
- Perform staff performance evaluations
- Support and prioritize business initiatives
- Liaison with IS vendors and partners
- IS Help Desk support
o Manage the distribution of incoming requests and incidents to support 
staff
o Utilize dashboards and metrics to ensure efficient day to day operations
- Be an escalation point for business contacts & executive support
- Trains staff on help desk operation principles, supports standards and policies.
- Provide local support for the following systems (installation, upgrades, troubleshooting):
o PC/Laptop Hardware and Software
o Mobile Devices
o Collaborative technologies (video conferencing/cloud solutions)
o Network Peripherals and Printers
o Telephone System
o Enterprise/Business Applications
- Maintain loaner laptops and projectors
- Manage Inventory (pc/accessories/peripherals)
- Procuring of assets as needed

Your Knowledge, Skills and Experience:

- Customer service focused mindset
- Windows 7 & 10 experience required
- Knowledge of Laptop/Printer Hardware
- Networking skills a plus
- PC/Laptop build experience
- Active Directory and Microsoft Exchange experience required
- Ability to be an active participant and contributor on a professional IS Support
Team
- Excellent communication skills, telephone support skills, and interpersonal skills
required with a customer service focus
- ServiceNow experience desired
- MacOS experience desired
- Mid-level position, all relevant experience considered, PC support experience
required
- Experience in a management role and experience in an IS helpdesk support role
- Ability to lift up to 50 lbs

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