All Lines Technology is seeking a Help Desk Manager who will oversee daily operations of our 24x7x365 help desk. You will manage a team of support personnel who troubleshoot IT issues. You will implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. You will ensure maximum issue resolutions in minimum time. You will evaluate new information systems products or services and suggests changes to existing products or services to better aide the end user. This position requires a bachelor's degree with at least 3 years of experience in the field. You will need to be familiar with a variety of the field's concepts, practices, and procedures. You will rely on extensive experience and judgment to plan and accomplish goals. You will perform a variety of tasks. You will lead and direct the work of others. A wide degree of creativity and latitude is expected. You will report Director of Managed Services.
Maintain excellent customer satisfaction levels
Help in the creation of industry standard IT help desk processes
Update all help desk processes when necessary
Manage the implementation of all IT help desk processes
Manage the help desk ticketing system queue
Manage the help desk team to help them achieve all documented SLAs
Plan and conduct performance appraisals of help desk staff, administer disciplinary action, raises, bonuses, and promotions when necessary
Maintain all aspects of All Lines Technology help desk contracts with outside companies including communications (verbal, e-mail, etc.)
Communication with field technicians and senior network engineers regarding ticket follow up and completion
Assist the sales team on pre-sales engagement when needed
Assist the sales team with pricing of help desk opportunities
Help maintain the All Lines Technology IT knowledge base
Help maintain the All Lines Technology Tech Share \ Customer Documentation folders
Create the help desk rotation \ work schedules
Attend training seminars, conferences, and trade shows to broaden knowledge of current and future help desk issues and technologies.
3+ years of help desk experience, with exposure to leadership
Previous experience with a Managed Services Provider who works with external customers is preferred.
Process development knowledge
A strong understanding and knowledge of IT Service Management (ITSM) and ITIL is preferred.
All Lines Technology is a leading provider of enterprise technology solutions and services, with proven expertise enabling organizations to overcome obstacles and achieve excellent business results.
All Lines Technology is a woman owned solutions provider that delivers cost effective, industry standard IT solutions to our customers. We strive to be a Professional Business Partner and Trusted Ad...visor with each of our clients. In doing so, we help companies streamline and improve the way they buy, implement, and manage their technology infrastructures that support their mission critical business applications. These scalable solutions deliver benefits to companies from start up to Fortune 500.
All Lines Technology specializes in industry standard solutions for Enterprise Infrastructure, Microsoft Collaboration and Productivity Solutions, MSP/Cloud Solutions, IT Staffing, IT Consulting, and 24/7/365 Help Desk. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients. We use our expertise to deliver streamlined solutions customized to the unique needs of your business, and strive to be your true trusted advisor. By leveraging cutting edge technology deployment and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service.
Our corporate headquarters is located in Warrendale, PA which includes a state of the art datacenter showcasing some of the latest technology hardware and software solutions for our customers as well as a Tier 3 datacenter for our cloud based services. We utilize these for live demos, proof of concepts, and application testing. In addition, we also have a 20,000 square foot warehouse, staging & integration center that we use for client management/imaging and warehousing. We have a secondary location in Cranberry Township, PA where our 24/7/365 Help Desk and network operations center resides.