iNerc

applicants

Required skills:

• Must be US Citizen or Greencard
• A minimum of 7 years Help Desk experience with at least 4 years supporting one or more of the following: Proprietary software, Retail or POS systems (Fujitsu/ICL or STS coalition experience preferred)
• 3+ years Help Desk Management experience
• Experience managing a team of 10 or more
• Must have strong leadership abilities
• Proven management ability in a fast paced IT environment
• Ability to assist with developing Help Desk processes and policies
• Ability to assist with strategic planning to meet future growth
• Must be able to write up schedules that will ensure equality amongst the team.
• Experience coordinating/implementing new POS systems and upgrades to existing software/hardware platforms
• Ability to troubleshoot/resolve problems and escalate accordingly within the management chain
• Ability to coordinate vendor relationships and relay technical concepts and specifications to both programming and management effectively.
• Able to initiate and execute projects efficiently and in a timely manner
• Ability to communicate effectively to both internal & external clients
• Ability to work both independently and in a team
• Strong written & communication skills are a must

Our client has an immediate opening for a Help Desk Manager with a demonstrated management and leadership background to lead a 24/7 help desk team of about 20 with the potential to grow to 60+ over the next 12 months.

The Help Desk Manager will be responsible for:

• Maintaining department documentation such as the knowledge base, policy and procedures manual, checklists (both template and completed projects) ands any other departmental documentation
• Meeting the goals and objectives of the department through monitoring of day-to-day performance, schedule adjustments, training, coaching and counseling of employees, assigning tasks
• Maintain statistic support of department’s Key Performance Indicators
• Escalation point for all POS related issues
• Communication with the client regarding any and all POS help desk issues
• Attend meetings and conferences related to the POS helpdesk
• Enforcement of company and departmental policy
• Be responsible for all aspects of the performance of the POS Help Desk