Manage Help Desk and all customer services for the college and on behalf of the client, including providing oversight of the technology service, ticketing system, managing intake, assignment and escalation of help desk requests; delegating, installation, maintenance, troubleshooting, and repair of computer hardware and software components throughout the college:
• Assist technicians with troubleshooting and diagnosing technical problems, research hardware and software to fit individual user needs, and obtain quotes and make recommendations
• Train, coach, mentor, and evaluate staff performance making recommendations for personnel actions and professional development
• Ensure the availability of experienced staff to meet help desk needs
• Proactively develop, implement, and maintain help desk processes and procedures to meet institutional and end user needs, monitor help desk performance trends and efficiency with a goal of continuous improvement, and establish service level agreements with all users
• Be knowledgeable of the contract statement of work between Client and OculusIT
• Work with OculusIT to manage the account against contract budget, as needed
• Set objectives and strategies for the help desk department in conjunction with client and OculusIT’s combined objectives
• Work with the expanded OculusIT team to design, implement and customize IT systems and platforms to improve customer experience.
· Help facilitate the implementation of new systems, as applicable and within scope, and provide guidance to client IT staff and departmental users within the institution
• Maintain daily communications with the remote OculusIT team to ensure computer and network infrastructure in the institution operates at optimal performance
• In collaboration with the OculusIT Service Delivery Management, guide and provide inputs to ITrelated projects
• Monitor changes or advancements in technology to discover ways the institution can gain competitive advantage
• Use industry standard metrics and measures to assess team performance (service quality, staffing levels, service levels) and adjust resources and processes accordingly
• Use industry standard measures to report, review, and analyze help desk metrics.
Requirements:
• Proven experience as help desk Resource.
• Excellent knowledge of higher education IT systems, applications and infrastructure
• Skill in supervisory practices and experience managing teams
• Solid understanding of data analysis, budgeting and business operations
• Superior analytical and problem-solving capabilities
• Ability to multi-task and organize, prioritize projects and tickets
• Excellent organizational and leadership skills
• Outstanding written and verbal communication and interpersonal abilities
• Ability to work under pressure with frequent interruptions
• BS/BA from an accredited 4-year institution
...WE ARE HIRING EXPERIENCED INTERPRETERS PER MINUTE!!! LANGUAGE: SPANISH Requirements: ~85% English proficiency~ Steady wired internet connection... ...industry the interpreter works with (healthcare and medical one, specifically). Go into internal professional...
...: Overview We are seeking a dedicated and professional Chinese Speaking Front Desk Receptionist to join our team. This role is crucial in providing excellent customer service and ensuring the smooth operation of our front office. The ideal candidate will be the first...
...Federal Express Corporation (FEC) is part of the rapidly growing warehouse and transportation sector that helps keep America, and our... ...their first day of employment!~ Generous paid time off program - work your way up to 5 weeks of PTO a year!~ Medical, dental and...
...be more than just a line on your resume. This position is located at the Dallas Love Field Airport at 7366 Cedar Springs Road Dallas, TX 75235. It pays to be an Intern with Enterprise! Benefits include, but are not limited to: Full-time 40hr per week schedule...