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 Help Desk Manager




  Test Center Operations

Reports to

  Director, Test Center Operations

Job Code



  • 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.
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:
  Attn: Human Resources Dept.
  3 Bala Plaza West, Suite 300
  Bala Cynwyd, PA 19004

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