American Arbitration Association

  • IS Manager of IT Support

    Job Location(s) US-NY-New York
    Job ID
    2018-1405
    Category
    Information Technology
  • Overview

    The IS Manager of IT Support manages the Help Desk team in handling phone and in-person support to users in the areas of email, Windows desktop and internally developed applications, phone systems and other technologies;  ensuring ticket resolution times are consistent with the Service Level Agreement (SLA) and meeting customer needs.  The Manager works closely with customers to resolve communication problems (i.e. LAN, voice and video communications services/coverage); collaborates with vendors or remote Office to resolve customer issues; provides support for desktop initiatives including installation, setup, incident/problem resolution, and movement of network devices (i.e. rapid workstation deployment, software compliance, hardware and software standards, hardware and software upgrades, new operating system deployment, and desktop tools).

    Responsibilities

    • Oversees and ensures that phases of support are properly coordinated, monitored, logged, tracked and resolved appropriately.
    • Liaises between network engineers/administrators and help desk team, and directly troubleshoots escalated issues.
    • Utilizes ticketing application to update, resolve, and/or escalate incidents, requests and problems in a timely manner; identifies, researches, and resolves complex technical problems. Provides hands-on support to identify, troubleshoot and resolve hardware, software and network related problems experienced by end users in a multi-site network.
    • Administers the development, maintenance and integrity of help desk software.
    • Provides leadership and subject matter expertise on help desk projects (i.e.: asset tracking, hardware upgrades, and various line-of-business projects.)
    • Consults with hardware and software vendors to troubleshoot issues that are beyond the capability of the help desk team in alignment with all IT policies, procedures, standards and guidelines.
    • Coordinates with vendors on implementation and maintenance of specific applications; assists in developing business case justifications and cost/benefit analyses for IT spending and initiatives.
    • Supervises and administers the procurement and tracking of IT hardware and software.
    • Researches technical issues and communicates the end results of investigation; works closely with the end user community and explains sophisticated technology to enable understanding.

    Supervisory Responsibilities: 

    Directly supervises 6-8 employees; Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Qualifications

    Education & Experience: Bachelor’s degree in Computer Science, or related discipline, and five or more years of experience in help desk customer service, 5 or more years of functional experience with Microsoft Server technologies, and 2 or more years of supervisory experience, and project management experience or skills; or an equivalent mix of education and experience.

     

    Software Proficiency: Expert proficiency in Windows Desktop OS, Microsoft Office, and Internet Browsers; Active Directory Administration; MS Exchange, SCCM, SharePoint, Server 2008/2012, VMWare; Firewalls (Checkpoint); network infrastructure; application deployment; patch management; backup; and imaging.

     

    Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

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