Plan, direct, and coordination of the internal Information Technology Service Desk and establish schedules, setting priorities, providing support/direction and dealing with administrative issues as needed…Pyramid Consulting Group has a Pittsburgh client with an immediate need for an experienced SERVICE DESK LEAD/MANAGER. Responsibilities include:
* Gather and analyze metrics to benchmark the Service Desk workload/performance and identify trends in call center issues; * Implement, manage, and maintain incident and problem management and report on these items; * Create and maintain Service Desk processes such as escalations and execute that escalations occur on a timely basis; * Perform both Technical Support and Supervisory duties; * Act as escalation point for critical incidents; * Assist in creation of SLAs and make sure they are adhered to; * Maintain customer satisfaction through the Service Desk as primary point of customer contact; * Evaluates vendor proposals for systems goods and services to ensure solutions are cost effective and aligned with business objectives; * Advises and consults on organizational, procedural, and workflow plans, methods and procedures; and * Develops objectives and long and short term goals for assigned areas of responsibility consistent with corporate goals and objectives. The client is looking for the following background and skills: * At least 7+ years' experience in a technical environment; * Experience leading, and mentoring associate level staff Sense of urgency and great deal of commitment due to the 24/7 operation; * Effective problem-solving skills, Organizational skills, Proven analytical skills, Detail oriented; * Project planning experience a plus; * Ability to write efficient IT policies and user communications regarding outages; * Willingness to travel locally (Western, PA) from time to time/ Willingness to travel between office locations and occasional out-of-state overnight stays, as needed; * Customer Service experience is key; * Ability to be hands on w/ Break/Fix, Desktop Support (Level I, II, III); * Proficient w/ Windows Operating Systems, MS Suite; * iOS (Apple) support experience is a plus; * Acquisition integration, a plus; * Financial Services background a plus.
Pyramid Consulting Group is a recognized leader in today's Information Technology staffing industry. Founded in 1996, Pyramid Consulting Group, Inc. is a professional firm specializing in I.T. Consulting and permanent placement services in the greater Pittsburgh area.
The Pittsburgh Technology Council and The Pittsburgh Business Times have recognized Pyramid's accomplishments by honoring us as one of the Top Fastest Growing Businesses and "Top 50" for many years.
Regardless of the position, Pyramid presents clients with the highest quality of candidates. We conduct business with clients and candidates personally and professionally, building strong relationships with both.
Pyramid Consulting Group, Inc. is an equal opportunity employer and does not discriminate based upon sex, race, religion, marital status or national origin when making a decision to hire an individual.
2800 Corporate Dr Ste 101
Wexford, PA 15090-7604, US