Production Support Manager/Helpdesk Manager

Job details mentioned below

Title: Production Support Manager/Helpdesk Manager

Duration: 12+ months

Location: Durham, NC

Client: Direct Client

Description:

This position will act as the Production Support Manager for the NC FAST Help Desk. This position will be responsible for serving as a technical expert for help desk staff at all levels and for resource oversight activities including maintaining adequate coverage schedule, monitoring key Help Desk metrics in accordance with NC FAST Service Level Agreements (SLAs), as well as developing and maintaining all logistical facets of the Help Desk operation to ensure that calls are triaged, sorted, researched and escalated as necessary to reach a resolution in a timely manner. Tasks include development of procedures, revisions to current processes and procedures to increase productivity, routine analysis of metrics for all Help Desk levels, evaluation and management of staffing resources assigned to each Help Desk level and coordination and tracking of Help Desk issues escalated to the development team for additional analysis and resolution.

Skills:

• Experience implementing and managing a help desk operation
• Experience researching, analyzing and interpreting automated system problems.
  
• Very good oral and written communication skills to effectively deal with all levels of the organization.
  
• Solid experience leading a team.
  
• Experience analyzing and projecting the needs of a team to ensure success.
  
• Experience implementing and managing a help desk operation
  

All your information will be kept confidential according to EEO guidelines.