Avp - Service Desk Manager
Current• Manage the Help Desk Team and provide next level escalation.• Daily duties include Answering Help Desk calls Troubleshooting End User issues Monitoring and responding to the support mailbox Monitoring self service tickets opened via the Service Now Portal Escalating problem tickets to the appropriate tier level for resolution Monitor Help Desk hold queue Provide end user support via phone, email, and remote assistance Ensure all tickets and requests are resolved within the SLA• Perform yearly reviews and work with management to calculate compensation.• Perform interviews and hiring of team associates.• Perform and monitor counseling reports as well as PIP’s (Personal Improvement Plans)• Report key metrics to management• Work with other IT tiers to resolve outstanding issues.• Work with Information Security and Engineering teams for security incident response.• Proficient in Service Now - Including Project Management, Employee Access Requests, and Knowledgebase article documentation• Report any system outages to the NOC and management.• Assist the patching team in assuring all software and windows machines are in compliance by performing updates as needed.
