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Job Description:

formal job description to follow

Job is 50% "break & fix" hardware support, 50% application support, mostly Microsoft (Word, Excel, Outlook etc.

Light managerial duties

Light mentoring duties

Must be technically oriented, not management oriented.

Here is full job description

Summary:
Handle day to day activities associated with ensuring that our users experience a timely and professional solution from the
Help Desk. The position will be responsible for maintaining the help desk ticketing system, maximizing efficiency and
managing support resources. This role will be responsible to enhance and maintain the high-quality handling of Incidents,
including providing exceptional customer service, effectively tracking & disseminating information, performing thorough
and accurate troubleshooting, and using all available service and support tools & resources. The Help Desk Manager will
be responsible for resolving end user issues. This position requires fielding calls, trouble tickets, and e-mails for technical
help, as well as hands-on assistance via remote control or a visit to the user’s desktop. Periodic visits to satellite offices
will be required
In this role, the Help Desk Manger will be expected to coordinate the resolution of escalated and high priority issues,
which will include communication to other members of IT, and to IT management. Confidently, cordially, and articulately
represents and advocates the IT Department and IT Support to personnel in presentations to and meetings with end
users.
The Help Desk Manager will handle problems and issues that the tier 1 support is unable to resolve. This position will
interact with Engineering, Network Technologies, and Applications Development to restore services, and/or identify and
correct core problems.
Essential Duties:
 Provide management and direction to the Help Desk staff using the Numara Foot Prints Help Desk system.
 Manage flow of calls/tickets into the help Desk. Assign tickets to team effectively
 Provide weekly / monthly reports of ticket volume and status.
 Ensure Help Desk SLA's are met, without the compromising the consistency of service
 Develop and foster the technical growth of the help desk technicians
 Analyze help desk performance through statistical and reporting methods
 Implement methodologies to improve first call resolution, manage expectations, prioritize and build strong
internal relationships
 Directs, motivates, delegates and empowers the Help Desk staff in the successful performance of their tasks
and responsibilities while also encouraging innovation.
 Insures adequate shift hours by scheduling vacation, holidays and overtime. Covers or calls in staff when
shortage situation arises.
 Trains, supervises, assigns projects to, evaluates and is responsible for Help Desk staff to maintain optimum
performance of job duties.
 Identifies potential service level problems before they occur and implements solutions.
 Recommends methods, policies and procedures to eliminate problem reoccurrence or insure potential
problems do not occur.
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 Works with all departments to make sure that the level of customer service provided meets or exceeds
expectations.
 Ensure service level agreements are being met by monitoring tickets and escalating problems
 Performs problem solving and assistance on software applications or hardware deployments for multiple
departments.
 Provides technical assistance and support to departmental end users.
 Provide end user orientation on hardware, software and network operations.
Job Requirements:
 Supervisory experience and ability to plan and control projects
 Excellent organizational and team leadership skills
 Functional knowledge of PC technologies, computer networks, Windows operating systems, MS Office
product suite, and peripheral component administration
 Strong inter-personal and communication skills; capable of mentoring staff, acting as a vendor liaison, making
presentations/leading meetings, and working closely with management.
 Ability to solve problems quickly and completely.
 Ability to identify tasks which require automation and automate them.
 A solid understanding of computer technologies and the direction of new technologies.
 Ability to plan and organize effectively.
 Maintains confidentiality of company-sensitive data.
 Keeps direct supervisor informed of activities and situations, which will impact the achievement of corporate,
and department goals and objectives.
 Performs other related duties as required to achieve the goals and objectives of the company and
department.
Technical/Experience Requirements:
 Minimum 5 years experience in a customer support supervisor position, preferable in a l, highly technical
environment
 Excellent working knowledge of windows based operating systems
 Excellent working knowledge of MS Office Suites (2003, 2007, 2010)
 Ability to resolve technical issues quickly and accurately.
 Strong analytical and problem solving skills
 Microsoft (MCSE,MOS,MCDST) certifications preferred.
 Thorough understanding of Microsoft Active Directory.
Additional Responsibilities:
 Work special projects assigned by IT Management.
 Excellent Verbal and Written Communication Skills: Experience presenting complex ideas and solutions to
(and fielding questions from) peer staff members and Senior Management
 Expected to work closely with and communicating regularly with Reinsurance Application Development,
Hudson Systems, Net Tech Dept as well as vendors and consultants who are external to the company for
information/idea sharing, joint project efforts, and more.
 Develops and maintains appropriate system documentation to ensure that documentation is current.
 Ability to work independently and as part of a team
 Ability to multi-task
 Troubleshooting, problem resolution and coordination of activities in production systems
 Maintenance of relevant documentation in the Operations Unit and the Net Tech Department
Five or more years of direct experience are required. Must be a self starter, flexible and thrive in a complex, diverse work
environment. Attention to detail and good time management are a must.

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