Job Summary: 

• Lead and supervise the desktop support team, including related programs, equipment, and resources.
• Ensure customer service is timely and accurate on a daily basis.
• Recruit, train, and support help desk representatives and technicians.
• Work closely with management to ensure that quality, budgetary, and regulatory requirements are achieved successfully.
• Establish best practices through the entire technical support process.
• Follow up with customers to identify areas of improvement.
• Develop daily, weekly, and monthly reports on the helpdesk team’s productivity.
• Provide customer feedback to the appropriate internal teams.
• Attend meetings to communicate action plans and statuses.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Desktop Support (Hard Skills)
• Customer Service (Soft Skills)
• Recruitment Training (Hard Skills)
• Quality Assurance (Hard Skills)
• Process Improvement (Hard Skills)
• Productivity Reporting (Hard Skills)
• Feedback Communication (Soft Skills)

Job Summary: 

• Oversee and provide Help Desk escalation support.
• Train, coach, and mentor team members.
• Respond to a queue of escalated Service Desk tickets and collaborate with other team members to troubleshoot and resolve technical support issues.
• Act as backup support technician.
• Manage user accounts with in-depth experience in Active Directory and Office 365.
• Maintain system configuration images using SCCM for Windows Desktop, including laptop, desktop, and VDI.
• Perform basic Windows Server system administration.
• Manage escalations from various internal and external sources.

Skills on Resume: 

• Help Desk Escalation (Hard Skills)
• Team Coaching (Soft Skills)
• Ticket Troubleshooting (Hard Skills)
• Backup Support (Hard Skills)
• User Account Management (Hard Skills)
• Active Directory Expertise (Hard Skills)
• SCCM Imaging (Hard Skills)
• Escalation Management (Hard Skills)

Job Summary: 

• Oversee the daily operations of the Help Desk and provide direction and guidance to Help Desk Associates on the team.
• Provide support for store and corporate hardware, including point of sale systems, PCs, printers, RF devices, and network equipment.
• Provide support for software applications, including Retail Net POS, MS Applications, and VPN.
• Provide issue resolution and answer questions relating to the operations of the store environment.
• Track all communication and work using the incident management system to provide clear and accurate information for incident tracking.
• Provide hardware Depot Maintenance services.
• Work and communicate effectively in a team-oriented, fast-paced environment.
• Document and escalate incidents to 3rd-level support or vendors to comply with established service level agreements.
• Work with network and systems vendors to troubleshoot and repair equipment.
• Diagnose and resolve issues using remote access and other established tools.
• Manage and follow up on outstanding open incidents, ensuring all problem tickets are closed within established guidelines.
• Mentor and train Help Desk Agents, cultivate team building, and make decisions aligned with established standards and commitments.
• Provide hardware, software, and operational support services to stores and corporate users while adhering to established Help Desk standards and controls.
• Work under the direct supervision of the Senior Director of Store Systems.

Skills on Resume: 

• Help Desk Operations (Hard Skills)
• Hardware Support (Hard Skills)
• Software Support (Hard Skills)
• Issue Resolution (Hard Skills)
• Incident Management (Hard Skills)
• Depot Maintenance (Hard Skills)
• Team Communication (Soft Skills)
• Mentoring Training (Soft Skills)

Job Summary: 

• Organize and manage time effectively to complete required projects on time.
• Research, evaluate, and analyze end-user operations and support processes, and make recommendations to management on methods for optimizing and improving overall customer experience.
• Identify the elements of a situation to visualize, articulate, and solve problems.
• Communicate highly technical information to both technical and non-technical personnel.
• Review and react to any malware or virus risks.
• Communicate with technical application owners regarding projects.
• Perform maintenance on managed systems, including architectural redesigns for better performance and redundancy.
• Manage team members to close open issues.
• Proactively update the status on reports for senior management.

Skills on Resume: 

• Time Management (Soft Skills)
• Process Analysis (Hard Skills)
• Problem Solving (Soft Skills)
• Technical Communication (Soft Skills)
• Malware Response (Hard Skills)
• System Maintenance (Hard Skills)
• Team Management (Soft Skills)
• Status Reporting (Hard Skills)

Job Summary: 

• Provide leadership and expertise to the Help Desk team, managing team resource assignments, projected task completion dates, and prioritization of activities based on business impact.
• Responsible for the daily assignment, management, and support of end user requests, incidents, and change tickets, including effectively and efficiently managing the complete lifecycle of end user requests for technical assistance while meeting SLAs for incidents and requests.
• Cultivate strong relationships with end users throughout the organization and provide timely and effective communication to users on behalf of the Help Desk and IT as a whole, as well as act as an operational liaison with business users.
• Coordinate the provisioning, configuration, asset management, and regular system updates and upgrades of desktops, laptops, tablets, and mobile devices.
• Supervise the administration of tools and processes for the provisioning of secure, well-managed, and consistently configured user technology.
• Work with engineering and support management to ensure optimal user technology and business requirements support.
• Seek continuous improvement in tools and process automation.
• Oversee team projects.
• Participate in night and weekend on-call support rotation.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Resource Management (Hard Skills)
• Request Lifecycle Management (Hard Skills)
• User Relationship Management (Soft Skills)
• Asset Management (Hard Skills)
• System Administration (Hard Skills)
• Process Improvement (Hard Skills)
• On-Call Support (Hard Skills)

Job Summary: 

• Manage the daily operations of the Help Desk Team.
• Serve as the main escalation point of contact.
• Ensure timely follow-up on all escalations.
• Participate in the interview process for all new team members.
• Manage daily staffing needs.
• Ensure that team coverage minimums are met and manage PTO requests accordingly.
• Communicate staffing shortages to the team and management daily.
• Modify daily assigned tasks to ensure coverage and completion.
• Monitor RingCentral/Max data streams to ensure the team meets targets daily.
• Create daily team metrics/scorecards and distribute them to the team.
• Create and communicate high-level executive reports to document the previous day’s performance.

Skills on Resume: 

• Help Desk Management (Hard Skills)
• Escalation Handling (Hard Skills)
• Staffing Coordination (Hard Skills)
• Interview Participation (Soft Skills)
• Task Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• Metrics Reporting (Hard Skills)
• Executive Communication (Soft Skills)

Job Summary: 

• Perform weekly call recording audits, with a minimum of five calls per agent.
• Score calls using the QA Audit Form and perform follow-up coaching with agents who score below the baseline.
• Educate and coach the team on all Novatech toolsets and applications (NovaVision, NSight, MAC, etc.).
• Monitor and manage all aged tickets to ensure timely turnaround.
• Audit daily EA/ConnectWise calls, orders, and tickets entered to ensure Novatech standards are met.
• Ensure that all labor time entries accurately reflect the task at hand.
• Perform monthly one-on-one meetings with each agent to review current progress.
• Monitor all inbound EA call activity for remote remediation potential.
• Drive and monitor the NTouch Connect program.
• Monitor Managed Office clients to ensure a quick response to any issues.

Skills on Resume: 

• Call Recording Audits (Hard Skills)
• Quality Scoring (Hard Skills)
• Team Coaching (Soft Skills)
• Ticket Management (Hard Skills)
• Standards Compliance (Hard Skills)
• Labor Time Tracking (Hard Skills)
• Performance Reviews (Soft Skills)
• Client Monitoring (Hard Skills)

Job Summary: 

• Lead a team of IT and Help Desk Associates to success.
• Manage Help Desk staff, ensuring requests are completed on time and within budget to provide coverage across all facilities.
• Hold full responsibility for managing the Help Desk team.
• Perform managerial duties including performance reviews, skills assessments, educational opportunities, and hiring and training new staff.
• Provide constructive feedback to reports and coach them to the next level of development.
• Nurture a culture that supports Core Values.
• Provide support and advice to reports on escalated IT issues.
• Work regularly with department heads to ensure their needs are met, identify risks, and suggest improvements.
• Maintain the department budget.
• Oversee the monitoring, scheduling, and practice of regular equipment updates, including virus definitions, patches, and firmware.
• Monitor the lifecycle of server and network hardware and software.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Help Desk Management (Hard Skills)
• Performance Management (Soft Skills)
• Staff Training (Soft Skills)
• Feedback Coaching (Soft Skills)
• Budget Management (Hard Skills)
• Equipment Maintenance (Hard Skills)
• Hardware Lifecycle Monitoring (Hard Skills)

Job Summary: 

• Provide equipment replacement and upgrade recommendations to the CTO with cost and timeframe estimates.
• Procure and deploy new hardware with approval from management.
• Maintain centralized documentation of common IT procedures and policies.
• Work with outside contractors to ensure the security and uptime of server clusters and environments, including all communication systems.
• Ensure all backups are performed regularly and stored securely.
• Ensure connectivity and uptime between all facilities with telephony providers.
• Notify key personnel of potential outages proactively.
• Work with the ERP partner to ensure uptime, schedule upgrades, and maintain test and production environments.
• Manage security, including VPN, user permission levels, and password management application access.
• Maintain and regularly update a disaster recovery plan.
• Coordinate with Development and report to the CTO.

Skills on Resume: 

• Equipment Recommendations (Hard Skills)
• Hardware Procurement (Hard Skills)
• Documentation Management (Hard Skills)
• Contractor Coordination (Hard Skills)
• Backup Management (Hard Skills)
• Network Uptime (Hard Skills)
• Security Management (Hard Skills)
• Disaster Recovery (Hard Skills)

Job Summary: 

• Responsible for architecting, implementing, and supporting short- and long-term infrastructure plans for Enterprise and SMB IT Services clients.
• Oversee day-to-day client infrastructure operations related to computer equipment, networking, data centers, and other technology.
• Prioritize and allocate help desk tickets and projects.
• Participate in periodic security audits and ensure security controls are adhered to, systems are secure, and unauthorized access is prevented.
• Understand, document, and reduce technical and operational barriers using technology, software functionality, and/or procedural modifications.
• Establish, manage, and evolve appropriate SLAs, KPIs, and customer satisfaction measures aligned with business needs.
• Proactively engage customers to resolve any satisfaction issues.
• Ensure Help Desk email and ticketing queues are managed appropriately and that coverage is available at all times to handle ticket loads.

Skills on Resume: 

• Infrastructure Architecture (Hard Skills)
• Client Operations (Hard Skills)
• Ticket Prioritization (Hard Skills)
• Security Audits (Hard Skills)
• Process Optimization (Hard Skills)
• SLA Management (Hard Skills)
• Customer Engagement (Soft Skills)
• Queue Management (Hard Skills)

Job Summary: 

• Review new and existing Help Desk requests to identify trends and ongoing issues, escalating development or code issues to R&D.
• Manage operations with process-driven and documented procedures, including relevant change control practices.
• Manage vendor relationships and contracts to ensure appropriate support levels while maximizing purchasing value.
• Work with the Sales Team to define service capabilities and provide support on demand.
• Manage staff, including defining roles and structure, supporting, coaching, mentoring, and developing a talented team of IT professionals.
• Set clear goals, ownership, and accountability for scope, schedule, and quality.
• Serve as a knowledge resource for information technology capabilities and best practices.
• Hire and manage additional IT Support Technicians.

Skills on Resume: 

• Issue Trend Analysis (Hard Skills)
• Process Management (Hard Skills)
• Vendor Management (Hard Skills)
• Sales Support (Soft Skills)
• Staff Management (Soft Skills)
• Goal Setting (Soft Skills)
• Knowledge Sharing (Soft Skills)
• Hiring Management (Soft Skills)

Job Summary: 

• Manage a team of User Services staff, including Help Desk and Technical Support Specialists.
• Provide backup support during peak times, such as new semesters.
• Hire, train, and track the performance of staff members.
• Manage end-user satisfaction through timely and efficient help desk ticket resolution, customer service surveys, and proactive staff preparation.
• Maintain Knowledge Bases and documentation.
• Maintain process and procedure operational management documentation for all User Services areas.
• Maintain interdepartmental relations through effective communication with other IT business units and user departments.
• Ensure users receive efficient and timely first and second-level support.
• Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support.
• Provide staff support for administrative tasks and projects related to Desktop, Media, Wide Area Network, Local Area Network, and Telephony functions.
• Monitor the problem management database and follow up with assigned personnel to ensure timely problem resolution.
• Maintain a central source of information enabling User Services staff and technicians to recover outages with minimal disruption.

Skills on Resume: 

• Team Management (Soft Skills)
• Backup Support (Hard Skills)
• Staff Training (Soft Skills)
• User Satisfaction (Soft Skills)
• Knowledge Maintenance (Hard Skills)
• Process Documentation (Hard Skills)
• Cross-Team Communication (Soft Skills)
• Help Desk Scheduling (Hard Skills)

Job Summary: 

• Invoke problem escalation procedures to coordinate recovery.
• Isolate problem trends and ensure recurring problems are resolved with permanent solutions.
• Ensure decisions to improve overall customer support in User Services are implemented consistently.
• Coordinate training requirements for User Services personnel.
• Accurately communicate pertinent information and assist in developing and implementing quality improvement programs.
• Solve problems and make daily decisions related to User Services responsibilities.
• Ensure effective User Services representation in coordinating work processes and projects with other departments.
• Interface with users of Information Technology, employing tact and diplomacy to promote a positive department image and resolve problems professionally.
• Communicate pertinent information to foster a productive work environment focused on departmental and customer service interests.
• Meet with IT technicians and review industry publications to stay informed on technology advances and support technology planning.
• Be accountable for meeting the systems infrastructure and operational Service Level Agreements.

Skills on Resume: 

• Problem Escalation (Hard Skills)
• Trend Analysis (Hard Skills)
• Customer Support (Soft Skills)
• Training Coordination (Soft Skills)
• Quality Communication (Soft Skills)
• Decision Making (Soft Skills)
• Interdepartmental Coordination (Soft Skills)
• User Interaction (Soft Skills)

Job Summary: 

• Manage and oversee a centralized service desk, ensuring adequate staff are available to answer and resolve calls, emails, and tickets.
• Monitor service desk performance using metrics such as average speed of answer, mean time to restore service, first-call resolution, customer satisfaction, volume of transactions, and backlog.
• Ensure knowledge articles are created, maintained, and used by help desk specialists and end-users for issue and problem resolution.
• Report performance metrics to the customer during monthly PMRs.
• Establish objectives and plans for the team’s operations.
• Ensure all deliverables are met according to contract KPIs and CPIs (Key/Critical Performance Indicators).
• Manage analytical resources within budget and established service delivery timelines.
• Actively recommend and support efforts to improve, simplify, automate, and enhance day-to-day operations and client experience within the area of responsibility.
• Support initiatives aimed at performance and quality improvement, including leading change management efforts.
• Identify and assemble the optimal combination of personnel, technologies, and methodologies to meet current and near-term requirements.

Skills on Resume: 

• Service Desk Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• Knowledge Management (Hard Skills)
• Metrics Reporting (Hard Skills)
• Operational Planning (Hard Skills)
• KPI Compliance (Hard Skills)
• Resource Management (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Translate organizational objectives into actionable work plans.
• Create contingency plans to address changes in business circumstances.
• Participate in operational meetings with the customer.
• Coach and counsel team leads on business, organizational, and technology strategies.
• Develop long-term relationships with customers.
• Meet goals for the area of responsibility by analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on performance, and recommending improvements.
• Establish strategies and plans for the organization and set direction to meet evolving needs.
• Deploy and manage consistent, structured, and disciplined systems, policies, procedures, and practices to ensure stable and quality product and service delivery aligned with company objectives and customer expectations.
• Oversee documentation of issues, action plans, outcomes, and distribution within the area of responsibility.
• Effectively support planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish goals, timely resolution of issues using escalation, creation of status and evaluation reports, and reporting on employee performance.

Skills on Resume: 

• Objective Translation (Hard Skills)
• Contingency Planning (Hard Skills)
• Customer Meetings (Soft Skills)
• Team Coaching (Soft Skills)
• Customer Relationship (Soft Skills)
• Performance Management (Hard Skills)
• Strategic Planning (Hard Skills)
• Process Deployment (Hard Skills)