Yesterday
Unspecified
Mid Level Career (5+ yrs experience)
No Traveling
IT - Support
Lemont, IL (On-Site/Office)
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a IT Service Desk Manager to join our team in Lemont, Illinois (US-IL), United States (US).
Job Summary:
• The Service Desk Supervisor/Manager will be required to use ITIL as the foundation to drive consistent and reliable Service Desk activities, improving end-user satisfaction and productivity and increasing IT staff productivity.
• The Service Desk Supervisor shall establish an efficient operation to satisfy a balanced, holistic approach with skilled personnel, integrated, and applying best practices.
• Manage project deliverables and support services according to defined SLAs that are met for every measuring period utilizing SLA trend analysis.
• Overseeing and supervising the work schedule and distribution of service desk employees, including onboarding, skills assessments, and training
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals. • Ensures client service levels and performance metrics are met by team
• Ensure contractual deliverables and performance SLAs are met.
• Identify and manage all dependencies, risks, and issues during the project life cycle.
• Directs team to follow and comply with pre-established service desk policies, knowledge base articles, practices and procedures.
• Conducts career development, planning and performance of team.
• Takes ownership of support issues, engaging other internal / external expertise as required.
• Resolves client escalations where appropriate. Ensure smooth and cordial relationships with the team and the client.
• Ensure the highest level of customer satisfaction.
• Manage key stakeholder relationships with transparency and integrity.
• Working with site Supervisors to manage staffing, timelines for projects, and be accountable for delivering against established company and client commitments.
• Provide program reporting for management and stakeholders for the project activities.
• Ability to understand, apply, and improve/update procedures continually using ITIL principles.
• Work is managed and tracked through ServiceNow and measured through Service Levels.
• Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background.
• Able to perform analytical and technical tasks on PC systems, IT infrastructure and network environment.
• Good client service skills.
• Ability to successfully lead and coach a team to deliver key business results.
• Good project management skills.
Basic Qualifications:
• Minimum 5 years of experience in the field of Information Technology to include:
o Service Desk Support: Tier I/II
o System administration
o Contact and incident resolution for hardware, software, and applications.
• Minimum 3 years of experience to include:
o Automated Call Distribution (ACD) or equivalent
o Project and Program Management
o Project / Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight.
• Ability to obtain a Public Trust
• Associate's degree or equivalent combination of education and work experience
Preferred Qualifications:
• Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
• Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing system
• ITIL v3 or higher
• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent
• Knowledge and use scripting language (BASH, PowerShell, etc).
• Experience with Microsoft Active Directory, Exchange, System Center Configuration Supervisor (SCCM) from an administrative perspective Customer Service Management and/or HDI skills.
We are currently seeking a IT Service Desk Manager to join our team in Lemont, Illinois (US-IL), United States (US).
Job Summary:
• The Service Desk Supervisor/Manager will be required to use ITIL as the foundation to drive consistent and reliable Service Desk activities, improving end-user satisfaction and productivity and increasing IT staff productivity.
• The Service Desk Supervisor shall establish an efficient operation to satisfy a balanced, holistic approach with skilled personnel, integrated, and applying best practices.
• Manage project deliverables and support services according to defined SLAs that are met for every measuring period utilizing SLA trend analysis.
• Overseeing and supervising the work schedule and distribution of service desk employees, including onboarding, skills assessments, and training
• Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals. • Ensures client service levels and performance metrics are met by team
• Ensure contractual deliverables and performance SLAs are met.
• Identify and manage all dependencies, risks, and issues during the project life cycle.
• Directs team to follow and comply with pre-established service desk policies, knowledge base articles, practices and procedures.
• Conducts career development, planning and performance of team.
• Takes ownership of support issues, engaging other internal / external expertise as required.
• Resolves client escalations where appropriate. Ensure smooth and cordial relationships with the team and the client.
• Ensure the highest level of customer satisfaction.
• Manage key stakeholder relationships with transparency and integrity.
• Working with site Supervisors to manage staffing, timelines for projects, and be accountable for delivering against established company and client commitments.
• Provide program reporting for management and stakeholders for the project activities.
• Ability to understand, apply, and improve/update procedures continually using ITIL principles.
• Work is managed and tracked through ServiceNow and measured through Service Levels.
• Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background.
• Able to perform analytical and technical tasks on PC systems, IT infrastructure and network environment.
• Good client service skills.
• Ability to successfully lead and coach a team to deliver key business results.
• Good project management skills.
Basic Qualifications:
• Minimum 5 years of experience in the field of Information Technology to include:
o Service Desk Support: Tier I/II
o System administration
o Contact and incident resolution for hardware, software, and applications.
• Minimum 3 years of experience to include:
o Automated Call Distribution (ACD) or equivalent
o Project and Program Management
o Project / Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight.
• Ability to obtain a Public Trust
• Associate's degree or equivalent combination of education and work experience
Preferred Qualifications:
• Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
• Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing system
• ITIL v3 or higher
• IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent
• Knowledge and use scripting language (BASH, PowerShell, etc).
• Experience with Microsoft Active Directory, Exchange, System Center Configuration Supervisor (SCCM) from an administrative perspective Customer Service Management and/or HDI skills.
group id: 90670496
