Senior Manager, IT Helpdesk

Location: Lemont, IL (60439)
Company: NTT DATA
Industry: IT
Job Type: Full Time
Posted: 5 days ago
Req ID: 195099

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Senior Manager to join our team in Lemont, Illinois (US-IL), United States (US).

Job Responsibilities Include

Service Desk operations provides a fully integrated support model for Argonne end users. The Service Desk Manager will be responsible for managing a large, diverse deployment of IT equipment throughout the enterprise with multiple operating systems (Windows, Linux, and/or MacOS) and end users with diverse IT requirements.

The Service Desk support must include a strong management platform to track and address these needs, coupled with an experienced staff, that can leverage best practices, and has demonstrated experience supporting organizations like Argonne.

Service Desk Manager will be required to use ITIL as the foundation approach to drive consistent and reliable Service Desk activities, improving end user satisfaction and productivity, and increasing IT staff productivity. Service Desk Manager is expected to establish an efficient Service Desk operation to satisfy a balanced, holistic approach with skilled personnel, integrated, and the application of best practices.

Service Desk Analyst Job Duties:

  • Manage project deliverables and support services such that all the SLAs are met for every measuring period utilizing SLA trend analysis
  • Overseeing and supervising the work schedule and distribution of service desk employees.
  • Ensure contractual deliverables are provided and performance SLAs are achieved
  • Identify and manage all dependencies, risks and issues that occur during the project life cycle
  • Ensure smooth and cordial relationship with the team and the client
  • Ensure highest level of customer satisfaction
  • Manage key stakeholder relationships with transparency and integrity
  • Working with site managers to manage staffing, timelines for projects and be accountable for delivering against established company and client commitments
  • Provide program reporting for management and stakeholders for the project activities
  • Ability to understand, apply, and improve/update procedures on a continual basis using ITIL principles.
  • Primary Work location is 30 minutes southwest of Chicago
  • Work is managed and tracked through the ServiceNow and measured through Service Levels. The Service Desk Analyst is the principal owner of the service request as well as the customer's overall satisfaction.

Required Qualifications:

Argonne is a highly complex environment and as such a minimum level of experience for any junior position should be equal to or greater than the following:

  • 5+ years experience in an enterprise environment and a minimum of a bachelor's degree in a relevant area of study
  • 5+ years experience ACD or equivalent, Project and Program Management, Project/Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight
  • 3+ years of progressive experience in the field of Information Technology, Service Desk Support, Provide Tier I/II system administration, contact and incident resolution for hardware, software, and applications.
  • ITIL Certification

Desired Qualification:

  • PMP Certification
  • IT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalent
  • DoD 8140 Security Certification
  • COMPTIA IT certification (A+, Net+, Linux+ etc )
  • Knowledge and use scripting language (BASH, PowerShell, etc.)
  • Administrative knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM)
  • ITIL v3 or higher
  • Customer Service Management and/or HDI skills
  • Demonstrated experience managing a delivery team of at least 10 personnel.
  • Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.
  • Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing system

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Job Segment:
Help Desk, Information Technology, Linux, Cloud, Consulting, Technology

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Web Reference : AJF/359269469-202
Posted Date : Wed, 22 Jun 2022

Please note, to apply for this position you will complete an application form on another website provided by or on behalf of NTT DATA. Any external website and application process is not under the control or responsibility of IT JobServe

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