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Robert Half International IT Support Analyst in NEW YORK, New York

Description I am urgently recruiting for a Service Desk Manager role in Midtown Manhattan for one of my best customers. The role is on site. This is a Full-time role and carries an excellent pay package and great benefits and perks. If you believe you have the skills and experience below, please email me a WORD version of your latest resume after calling me at 516-410-0657 as soon as possible. This is an immediate full-time.

Position Summary –The Service Desk Manager will lead the day-to-day activities of service desk operations to ensure users and business teams receive the support they require. In addition to managing the service desk staff, this role will also monitor the ticket system to make sure tickets are addressed in a timely manner, as well as serving as the service desk liaison to major business-impacting initiatives. This may include support and/or troubleshooting of systems, servers and networks within the enterprise.

Responsibilities: This list does not represent all responsibilities for this position. Candidate must be willing and able to assume roles and responsibilities other than these to meet the needs of the organization.

 Manage and mentor team of service desk analysts

 Assigns, monitors and oversees all tickets within the service desk system

 Ability to resolve help desk tickets including software and hardware issues

 Lead team meetings and act as trainer for service desk staff for policies and procedures, new technology adoption

 Generate and present service desk metrics and reports

 Coordinate with staff for ticket escalations and work prioritization

 Participate in interviewing and staff evaluations

 Lead enterprise level outage communications

 Participate in IT leadership meetings

Required Experience:

 Previous supervisor/manager experience

 ITIL framework experience strongly preferred

 Systems support including Active Directory, Exchange, Windows desktop/server OS, VMware, VPN

 Basic understanding of networking and systems architecture

 Printer & peripheral troubleshooting

 Excellent customer service advocate

 Ability to communicate technical information in a clear manner, both written and verbally, to end users Requirements - 7+ years of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware

  • This position requires a combination of superior customer service skills and technical aptitude

    • Proven knowledge of Microsoft Windows 10

    • Microsoft Windows Server OS experience

    • Active Directory experience

    • Microsoft Windows experience

    • Microsoft Exchange experience required

    • Well-founded grasp of VMware

    • Proficiency in Microsoft Exchange Server

    • General familiarity with VPNs (virtual private networks)

    • In this position, the candidate will be tasked with analyzing complex business problems, proposing effective solutions and understanding and applying business vision and direction

  • Applicants should have technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems

    • Ability to multitask and communicate well with individuals of all backgrounds

    • Creative problem solver who anticipates risks and opportunities and maintains a vision for continuous improvement

    • Ability to work independently with minimal oversight

    • Excellent oral and written communications skills

    • One or more programming or scripting language skills required

  • ITIL certification is an even more strongly preferred point

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