ID
#17812587
Job type
Permanent
Salary
TBD
Source
Genesys Consulting
Date
2021-08-02
Deadline
2021-10-01

IT Service Desk and Incident Response Manager

New York, Albany, 12207

Permanent

Vacancy expired!

Position Summary:The IT Service Desk and Incident Response Manager is responsible for the company’s Service Desk and Incident Response.This position works within a team to deliver services to support our workforce. In this role you are responsible for overseeing the day-to-day operations of the service desk to ensure service desk targets are met and team processes are documented and accurate. The IT Service Desk and Incident Response Manager will work closely with team members to collaborate and support technology solutions for all aspects of the organization. This is a key role in establishing an internal service desk support model including metrics tracking, identifying, and documenting self-service items.

Key Responsibilities

Direct and manage work of the high performing service desk team. Management responsibilities include disciplinary issues, scheduling, career development, interviewing and hiring, terminations, promotions, compensation, and performance management.
Oversee the incident response for any outages/emergency activities affecting the company.
Oversee the day-to-day operations of the service desk.
Design and deliver an exceptional service experience to maintain our superior workforce through communication, relationship building and execution of requests.
Ensure all processes used by the service desk are thoroughly documented, audited for accuracy, and improved regularly.
Develop daily, weekly, and monthly reports on team’s performance and service desk trends.
Uphold SLA compliance and address SLA breaches.

Required Qualifications

Prior experience implementing a service management tool.
Prior experience coaching, mentoring and empowering team members to succeed.
Expertise in MS Office365 administration.
Advanced proficiency with PC hardware and configuration.
Advanced knowledge of TCP/IP networks and network configuration.
Well-developed problem analysis and problem solving techniques.
Ability to work after-hours on an as needed basis.
Ability to travel to offices located in Rome, Albany and NYC regions.
Practical experience with SEO and data analytics.
Ability to facilitate and manage projects, both independently and as part of a team.
Ability to foster strong client relationships and be highly responsive to client needs.
Ability to plan and execute deliverables while thriving in a rapid-change environment under tight deadlines.

Preferred/Desired Qualifications

Prefer CompTIA A+, ITIL Foundation, and/or Microsoft 365 Modern Desktop Administrator

ExperienceMinimum of a bachelor’s degree in a professional specialty, preferably in Information Technology, Computer Science, Engineering, or related discipline and 5 years of relevant experience. Equivalent combination of advanced education, training, and experience will be considered. GENESYS Consulting Services is an equal opportunity employer.

Vacancy expired!

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