Helpdesk Manager Responsys
THIS JOB HAS EXPIRED A job at Responsys is not only a fantastic career opportunity but an opportunity to be a part of something big!
Responsys is the leader in Interactive Online Marketing and recognized by Forrester as the market leader 6 years running. Responsys Interact Suite provides customers with a powerful, comprehensive set of integrated applications to design, define, execute, manage and refine Cross-Channel Lifecycle Marketing? campaigns across all key digital interactive channels including email, mobile, social and the web.
The Help Desk Manager's role is to oversee all Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Help Desk functions. The Help Desk Manager is also responsible for planning, designing, and analyzing the organization's Help Desk according to best practices, while ensuring high levels of customer service, quality and availability. This individual will implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions. The Help Desk Manager is also responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The Help Desk Manager will also contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Responsys is an exciting and growing business, and you must be willing and able to take on additional responsibilities as needs arise. This is a technical hands-on management position.
Develop and maintain Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Maintain internal knowledge system and support portal.
Collaborate with other departments to identify and/or procure software for internal staff.
Conduct research on emerging products, services, protocols and standards in support of Help Desk technology procurement and development efforts.
Liaise with vendors for the procurement of new systems technologies; oversee installation and resolve adaptation issues.
Manage the processing of service requests to the Help Desk via telephone, e-mail, web and walk-ups to ensure courteous, timely and effective resolution of end user support issues.
Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Monitor and test fixes to ensure problems have been adequately resolved.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Track and analyze trends in Help Desk requests and generate statistical reports.
Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.
Oversee development and communication of help sheets, usage guides and FAQs for end users.
Oversee the development, implementation and administration of Help Desk staff training procedures and policies.
Train, coach and mentor Help Desk Technicians and other junior staff.
Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
Develop, implement, and maintain Hardware/Software inventory tracking systems.
Required Skills & Experience:
Strong technical knowledge of network and PC operating systems, including: Windows Server/Desktop OS, Mac OS.
Strong technical knowledge of Microsoft Active Directory, Exchange and Group Policy support.
Strong technical knowledge in supporting over 800 end users, including a large WAN user base across US, EMEA and Australia.
Experienced in streamlining desktop management functions, including asset management, software management, software deployment and patch management.
Experience with disk encryption technologies, like PGP.
Experience with desktop and laptop image development and deployment.
Experience with security incident management/resolution.
Ability to motivate and direct staff members and subordinates
Strong documentation skills
Education & Certifications
College diploma or university degree in the field of computer science, information sciences, or related field and 6+ years equivalent work experience. 2+ years of management experience.
||900 Cherry Avenue |
San Bruno, CA 94066
THIS JOB HAS EXPIRED