Plan IT
Responsibilities
- Lead, coach and train a team of team lead and technical support specialists to ensure the team is consistently delivering products & services up to the expected standards
- Takes responsibility for any issues or problems within the team and makes sure they are dealt with appropriately and in a timely manner.
- Makes sure the team understands and adheres to departmental policies and procedures.
- Documentation and continuous improvement of department policies and procedures. Ensure all processes are maintained, reviewed and updated to SharePoint on a regular basis.
- Demonstrates accountability for the progress of work in-scope for the team and its alignment to department strategy.
- Ensure all items in the quality control database are kept up to date and completed in a timely fashion.
- Review and manage all SLA and work order reports provided by SIAM and/or tools to ensure all departmental SLA’s and obligations are being met.
- Monitor all queues (email/Remedy/phone/request tracking) to ensure the timely processing of requests.
- Ensure all open requests are monitored and being followed up on a regular basis, documenting any updates in the work-log of the requests; this includes management of suppliers who are required to deliver against obligations and end-user expectations.
- Address and resolve all escalations
- Provides quality service and takes ownership in resolving incidents/service requests; tracking end-user systems and device inventory resulting in a timely and efficient resolution to incidents/service requests
- Proactively seeks information and utilizes creative problem-solving skills along with standard operating procedures.
- Demonstrates quality service by actively contributing to customer satisfaction through advocating for TSG’s clients’ needs, escalating incidents and requests, resulting in meeting or exceeding TSG’s client’s satisfaction metrics.
- Supports a wide range of IT services including but not limited to: PC, MAC, mobile devices, RSA token, Video Conference, software and basic network support.
Qualifications & Requirements
- Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience.
- Experience with ITIL v3 would be preferred (ITIL practitioner certification).
- Minimum of 8 years of experience working in a Customer Service Role and Service Desk Tier II or IT Security capacity and a minimum of 5 years’ experience in a supervisory/management role.
- Experience in a related role requiring, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software.
- Have baseline knowledge of Active Directory is used for authentication.
- A high degree of familiarity with some or all of the following technologies: Windows 7/8, OSX, iOS, Microsoft Office, Internet Browsers, Local Account Management, Installs and removals, Registry, Command line, Service management systems, System Management Tools, VPN, RSA, and Citrix Receiver
- A high degree of familiarity with some or all of the following hardware: Desktop / Laptop, Blackberry, iPad, iPhone, Android Phones, Printers, Video Conferencing equipment, Cisco IP phones
- Knowledge of wide-area networks, TCP/IP and Server OS is desired.
- Exposure to Remedy and/or Service Nowsystems
- Exposure to Business Objects or equivalent report generation system for query purposes
- Have a strong business acumen with an understanding of the link between business needs and IT operations.
- It may require working during non-business hours and on weekends.
If you qualify for this opportunity, please apply!
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PlanIT is an equal opportunity employer. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Thank you in advance for your interest, however, only those selected for consideration will be contacted