IT Services Help Desk Manager Contract to Hire

  • Location
    Johnstown , Pennsylvania
  • Category
    Information Technology - Help Desk / Technical Support
  • Job type
    Contract/Temporary

Adecco Group has an immediate opening for a full time, 6 months Contract-to-Hire for an experienced IT Service Desk Management onsite position in Johnstown, PA 15904 for a global humanitarian Organization. If you qualify based on the requirements below, APPLY NOW!!

Start Date: ASAP
End Date: 6 month (temp to perm)
Shift: M-F 10am-7pm – Some on-call
Pay Rate: $31/hr - $33.00 per hour


JOB SUMMARY:
The IT Service Desk Manager will oversee 24/7 first tier support to United States Chapters locations, Armed Forces, International Services, National Headquarters and Corporate customers throughout the United States to provide accurate and timely information to requests from the users of all IT systems and business processes, resolving whenever possible at the first-tier level, and escalating appropriately when necessary.

ESSENTIAL FUNCTIONS:

Sets Goals and Objectives for staff and self, looking to overall improvement of the division.
Oversee staff activities daily ensuring all internal processes/procedures are followed with staff meeting daily/weekly/monthly goals/ objectives both individually and as a team.
Perform real time performance analysis for all staff, coach to ensure staff is performing at peak ability.
Leverage service desk best practices and process frameworks, such as ITIL foundations, to drive continuous process improvement
Review and approve time cards and schedule changes.
Maintain an internal metrics program, tracking and trending all appropriate data regarding IT Service Desk Personnel. Clearly communicate verbally and in writing all trend identification and analysis.
Manage all staff related HR functions including coaching, training, Performance Development Plan (PDP) management, Performance Improvement Plans (PIP’s), hiring, and staff terminations
Provide senior technical resource expertise on systems, processes and procedures, give guidance and answer questions.
Provide senior level ticket management. Ensure tickets are handled appropriately/confer with ticket owners/ support group managers/ supervisors for timely and appropriate management of tickets.
Provides subject matter expertise on the automatic call distributor (ACD) and ITSM tool.
Manages the technical support relationship with vendors, requests modifications, and provides requirements as necessary

QUALIFICATIONS:

Bachelor’s degree in Computer Science or Business
5 years’ experience in Customer / Computer Support
Minimum of 3 years of progressively responsible management experience.
Requires knowledge of industry standard KPI’s
Broad knowledge of Microsoft Office Suite applications,
Industry standard off the shelf software,
Proprietary systems support
Telecommunication
Experience with the FDA, blood banking or the financial industry regulated environment a plus.
Call center technologies such as IVR and CRM solutions required.


HOW TO APPLY:
Candidates interested in this position should apply IMMEDIATELY. DO NOT DELAY. Please click on the “Apply Now” button to fill out your application.

Important information: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. For other opportunities available at Adecco go to www.adeccousa.com.

Contact Angie Painter at 631-844-7037 or email angela.painter@adeccona.com OR Melody Meyer at melody.meyer@adeccona.com, for questions or help in the application process.

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group offers benefits including Holiday, 401(k), Insurance Benefit Plans.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled



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Reference number US_EN_2_022862_394505