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HELP DESK MANAGER

Individuals will be considered without regard to race, color, religion, sex, age, national origin, disability or veteran status.

Position

 Help Desk Manager

Classification

  Exempt

Department

  Test Center Operations

Reports to

  Director, Test Center Operations

Job Code

  HDM

  Responsibilities

  • Implement work measurements, document, and coordinate proactive service procedures, develop, and integrate client needs within the company-wide automated systems infrastructure under the direction of the Support Center Manager.
  • Monitor the performance of phone support, incident-tracking and follow-up, daily tasks, staff scheduling, and projects.
  • Manage the resolution of CAT*ASI and client technical issues in a timely and efficient manner.
  • Manage second level support calls and tasks in the above applications/environments, maintaining current updates of software installs on the supported systems, and first level server maintenance.
  • Effectively manage and maintain a 24/7 workforce (effective delegation and availability).
  • Responsible for adherence to all company policies and procedures by all individuals in the department.
  • Monitor and report employee activity and performance, making recommendations and taking actions to improve employees’ performance.
  • Make recommendations and arrangements for any training and/or tools needed for Help Desk technicians to better service their customers.
Qualifications
Experience/Skills Required:
  • Bachelor of Science degree or equivalent experience
  • A minimum of two years working experience, supervising in technical support or helpdesk environment is required.
  • Must have a proven ability to manage multiple projects while providing leadership and guidance to staff.
  • Working knowledge of: TCP/IP, Microsoft Windows 98, Microsoft NT Server 4.0, Novell 5.0, Microsoft Office 98, Lotus Notes v 4.66c, and PCAnywhere v8.0, I.E. 5.0.
  • Must be a service oriented professional (positive demeanor is a must),capable of making independent decisions with high-level business impact.
  • Must be a leader and problem-solver with good time-management skills, including the ability to prioritize.
  • Candidates will be required to demonstrate a history of advanced troubleshooting skills and logical reasoning.
  • It is essential that the candidate possess excellent oral and written communication skills.
  • The candidate should have an acute eye for detail and be highly motivated in a fast-paced environment.
  • Must demonstrate a working knowledge of desktop hardware, software, peripheral devices, and data communications.
  • Must be a service oriented professional, problem-solver with good time management skills, the ability to work flexible hours and to work independently.
  • demonstrated superior performance and a working knowledge of PC-based applications is required. One year of Windows 98 and NT technical support (to include a thorough understanding of the operating systems and peripheral configurations) is a must.

  Application Options

submit your application by regular mail to:
  CAT*ASI
  Attn: Human Resources Dept.
  3 Bala Plaza West, Suite 300
  Bala Cynwyd, PA 19004

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