Technical Support Mgr

ROLE SUMMARY   Responsible for the operating activities of one or more client teams within the Service Desk.  Develop and maintain plans, policies, and procedures for operating and client related activities.  Identifies, prioritizes, and communicates all system and process issues that affect productivity/efficiency, and provides input/support for necessary improvements.  Duties include, but are not limited to, handling client calls, adhering to Service Desk specific defined standards, and creating and maintaining client specific procedures, review agent scheduling, provide input for agent training and review reporting/trending analysis provided by Quality Team. The Service Desk Supervisor is very much a working supervisor.    ROLE OVERVIEW   The Supervisor level works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.  Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.  May determine methods and procedures on new assignments and provides guidance to other personnel.    The Supervisor provides management with the necessary assistance, guidance, and advice to ensure good practices in standard methodologies and processes.  Also provides leadership to Specialists, Analysts, Technicians and Associates, ensuring that assigned team members meet or exceed goals. Prepares client SLA reports, assures timeline compliance, and develops implementation/delivery plans. Gives input to Senior Managers on performance of assigned staff. Trains less-experienced staff members.   Requires a Bachelor's degree with technical or business emphasis and/or 4-6 years of related experience or equivalent combination of experience and education, plus 1-2 years of supervisory/management experience and demonstrated leadership ability.  Also requires an in-depth knowledge of company operations, help desk tools, good problem solving skills, organizational skills, and communication skills.   AREAS OF RESPONSIBILITY     Responsible for agent call handling, call monitoring and taking calls as volume and SLA dictates.   Responsible for system and process issues, including design, implementation, evaluation, efficiency, problem solving, and maintenance.     Ensures that team performs as planned through answering questions, increasing productivity in existing processes, systems training, and problem resolution.  Ensures A/H's is included in all pertinent training and documentation to support customers.      Works with Service Desk Sr. Management and Quality team to enforce defined standards, process and policies within their team.     Works with Quality Team to identify and review trend analysis for system and process problems, and works with all necessary teams and/or departments to correct or improve.     May conduct testing on new systems and processes to resolve all problems prior to a planned roll out.     Reviews reports and records on team activities to provide input for upper management.  Responsible for updates to Team Board.   Reviews customer reports provided by Quality Team and provides feedback on a regular basis.   Participates in and/or facilitates (if advocate is not available) client meetings. Job Requirements:   4-6 years Help Desk Experience and 1-2 years supervisory experience. Intermediate to advanced user level knowledge of PC's, peripheral devices and a variety of office equipment.     Intermediate to advanced level knowledge of standard operating systems and office productivity software   Intermediate to advanced knowledge of network and internet environments Intermediate to advanced knowledge of troubleshooting logic and techniques Demonstrates understanding of  concepts, practices and procedures within a help desk environment     Intermediate to advanced knowledge with various types of remote access Familiarity with less common operating systems     Intermediate knowledge of MS Excel   Familiarity with technical procedure documentation techniques It is the policy of CompuCom Systems, Inc. to provide equal employment for all persons regardless of race, color, religion, national origin, gender, age, country of origin, marital status, veteran status, disability status or sexual orientation. All employment decisions including recruitment, placement, transfer, promotion, training, compensation and termination will be made without regard to these factors. We are committed to an Affirmative Action Program that supports the employment and promotion of qualified women, minorities, individuals with disabilities, disabled veterans and Vietnam Era veterans.Click here to apply for this job http://compucom.hrdpt.com/cgi-bin/pm/click.cgi?job_id=7410&site_id=35