This job has expired, please see additional jobs below
Supervisor
Macias Gini & O'Connell LLP
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Overview
Summary
MGO is seeking an organized, articulate, personable, and experienced Help Desk Supervisor to oversee and hit the ground running with Help Desk staff and ensure that end users are receiving the appropriate assistance. Reporting directly to the IT Director, this role will be responsible for managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by giving remote and in-person, hands-on support to end users at the desktop level. This person must be able to communicate clearly and concisely with all users in-person and remotely, explain probable issues and solutions to the end-users in and understandable manner and stay calm when solving time-sensitive technical issues with end-users who may become frustrated.
Core Responsibilities:
• Leading Managing and Holding People Accountable (LMA)
• Management of Help Desk Operation and staff executing day-to-day requests
Essential Functions:
Strategy & Planning
• Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and time-frames.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Acquisition & Deployment
• Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
• Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts.
• Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.
Operational Management
• Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Design and enforce request handling and escalation policies and procedures.
• Coordinate and/or perform both remote and hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies
System & Softwares
• Web-based collaborative platform experience, preferably Sharepoint
• Managing, updating, troubleshooting and installing/implementing accounting systems such as Caseware, ProSystems (CCH/Wolters Kluwers systems) and Engagement a huge plus
• Experience managing, updating, troubleshooting and implementing cloud-based document management systems such as Virtual Cabinet or non cloud-based systems such as Citrix Xen App highly preferred
• Experience with managing, updating and troubleshooting Cisco Web Products such as, Cisco Jabber (internal instant messaging product), Cisco WebEx (video conferencing system comparable to Skype for Business), Cisco VPN, Cisco Phone Systems and other Cisco products or similar product a plus
• Experience with Microsoft Office 365 Products (Outlook, Word, Active Directory, Excel, BI, Powerpoint, Publisher, Exchange Server and more) required
• Familiar with Adobe Illustrator, InDesign, Acrobat Pro and systems alike preferred
• Experience working with VPNs (Virtual Private Networks)
• Experience with networking basics such as switches, routers and wireless products
Nonessential Functions:
• Performs other duties as directed by the CISO and IT Director
Supervisory Responsibilities: Yes
Conditions:
• Moderate overtime required throughout the year
• Responsibility of the 24/7 MGO Help Desk Phone Line (will be given a cell phone and is required to assist end users when they call, percentage of calls past business hours are very minimal)
• Moves and lifts computer equipment weighing up to 20 pounds
• Heavy sitting for extended periods in front of a computer
• Must be okay with travel to remote offices at least once a month, including overnight, may be required approximately 5% of the time
• Minimal Hazards
Minimum Qualifications:
• Associates degree with 2 years of experience, or 4 years of experience in related field
• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.
• Solid relationship management and performance management skills.
• Previous experience working with high-level executives and troubleshooting potential issues respectfully and in a time sensitive manner
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Experience working in a team-oriented, collaborative environment.
Success Factors:
• Ability to perform several tasks concurrently with ease and professionalism and be able to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to communicate clearly and concisely, verbally and in writing, in English
• Must be able to keep client matters strictly confidential.
• Must have exceptional customer service orientation.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.