Career Details -- Davidson Companies

Summary:
The IT Support Services Manager role is to lead and manage the Help Desk and Fields Services team to ensure delivery of the highest level of IT support services to Davidson Companies employees and business units throughout the firm. This includes the responsibility of evaluating current practices for efficiency and monitoring for consistent execution of established policies and procedures as well as managing the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk and Field Services resources and functions. The IT Support Services Manager may also develop better understanding of processes and support issues by providing direct end-user support. This person will develop a clear understanding of the business support needs and expectations and be involved in tactical and strategic technology plans to meet these needs/expectations.

Qualifications: (including specific Education and License requirements)

Desired Formal Education & Certifications

Degree in computer/technology and/or service management or related field

Desired Knowledge & Experience

2 years work experience in management of service desk/help desk

2-3 years Help Desk/Service Desk experience preferred

Demonstrated positive experience in the management of a technical support team

Proven ability to provide strong customer service

Strong leadership and management skills

Ability to clearly communicate both verbally and in writing with a variety of different audiences

Team-oriented and skilled in working within a collaborative environment

Ability to work with people from different company responsibility levels and different disciplines with varying degrees of technical expertise

Ability to effectively prioritize and execute tasks in a high-pressure environment

Ability to maintain a positive attitude and management style in a fast-paced environment

Broad understanding of technology infrastructure including computers, laptops, firewalls, routers, switches, , servers, network protocols, switches

Lead, coordinate and participate in process improvements as they relate to the Help Desk and Field Service support services and Service Level Agreements

Lifting and transporting of moderately heavy objects, such as computers and peripherals

Some travel may be required

Ability to work occasional evenings and weekends

Duties:

Oversee the support services functions of the IT Help Desk and Field Services team to assure effective and timely delivery of services.

Analyze performance of IT support activities, identify problem areas, and assess effectiveness of policies/procedures/practices to enhance the quality of service and to assure effective and consistent delivery of services

Actively monitor and assess service levels to assure end-user, department and business service expectations/needs are being met

Provide direct end-user support as necessary to maintain familiarity with current issues and processes

Develop and distribute help sheets, usage guides, and FAQ lists for end users to make the users more self sufficient

Develop and implement training procedures and policies for IT support staff

Communicate regularly with Help Desk and Field Services personnel to gather issues and operations problems in order to assure effective delivery of services

Adherence and enforcement of department and company policies, procedures and standards

Communicate regularly with supervisor as to service issues, policy/procedures/practices recommendations, resource availability and general overall functions of Help Desk and Field Services