Responsibilities:
Overseeing the day-to-day supervision of the firm’s Service Desk Analysts to provide quality customer service to all of the firm’s staff in support of the firm’s IT Service Desk.
Supervising the DC Service Desk team.
Providing support and maintenance of all computers and printers; ensuring timely resolution of issues (i.e., end-user application support and system issues are identified, prioritized and resolved).
Scheduling the firm’s Service Desk resources as needed to maintain the timely handling of support issues in a 24/7 environment.
Providing information and recommendations regarding IT Service Desk staffing levels to the Director of Technology Support.
Providing career development guidance to staff and recommending training paths.
Performing administrative duties related to the processing of all leave requests, timecards, and annual reviews in a timely manner.
Identifying, recommending, and documenting procedures and processing improvements related to IT service delivery and problem resolution.
Performing incident trend analysis (Incident Management); making recommendations to the Director of IT Support Services for ways to reduce recurring issues.
Reviewing, editing, and maintaining support services knowledge database.
Providing feedback to the Training Manager to ensure training programs meet the needs of the firm’s end users.
Supervising planning and management of location specific projects; i.e., laptop replacement.
Collaborating with other Directors, Managers and Supervisors to ensure that departmental and firm projects are completed efficiently.
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