Job Description

Ref No.:18-00716
Location: New York City, New York
This individual will report to IT management and will support a team of 5 or more Level 1 support personnel while coordinating and analyzing the IT service desk. In addition to an internal team, this role will work with a series of service provider partners to deploy and manage technology servicing to 600+ associates across 3 office locations. If you're an individual excited by the prospect of the challenges and responsibilities that come with a rapidly growing company, then we would like to meet with you.

Responsibilities:
  • Prioritize, schedule, and assign service requests to Level 1 technicians.
  • Provide first level escalation to the Level 1 team for incidents or service requests that require advanced troubleshooting or understanding of the technical environment.
  • Analyze and identify opportunities to eliminate or streamline common incidents and service requests through process improvement, task automation, and employee self-service.
  • Creates a positive customer support experience and builds strong relationships through communication, problem understanding, and timely resolutions.
  • Mentor and coach the productivity and performance of the Level 1 team to agreed Service Levels.
  • Organize/lead one-time or recurring projects within the scope of responsibilities of the Level 1 team (e.g. office upgrades, employee moves)
  • Escalate/assign incidents and service requests to the development and support teams as required. Monitor and influence the Level 2 / Level 3 team performance of escalated incidents and service requests to achieve end to end Service Levels.
  • Document and maintain the Level 1 team's standard operating procedures to ensure consistent, efficient, and accurate closing of common incidents and service requests.
  • Effective stakeholder communication on general performance of the Level 1 team as well as escalated incidents and service requests.
  • Document and maintain the Level 1 team's training curriculum to ensure efficient onboarding of new resources as well as foster a "learning” culture for the existing team.

Qualifications:
  • Highly self-motivated with a sharp attention to detail.
  • Excellent interpersonal skills including team building, oral, and written communication.
  • Demonstrated analytical and problem-solving skills.
  • Experience in relevant technologies;
    • Common desktop operating systems (Microsoft Windows, Macintosh OS)
    • Active Directory (including managing and deploying Group Policies)
    • Cloud based call center / VOIP telephony systems (8x8 preferred)
    • Office 365 (User, Groups, Mailbox and policy management)
    • IT Service Board (ConnectWise Service Board preferred)
  • Ability to work with external teams and stakeholders (company, partners, etc.) to achieve broader department goals.
  • Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills.

Application Instructions

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