Department: Information Technology
Job Title: Help Desk Manager
Description:
ARIAD Pharmaceuticals, Inc is currently seeking an experienced Help Desk Manager to oversee the operations and daily support activities of the Help Desk, its staff and daily service requests from the business community. One of the key initial objectives of the position will be to establish and maintain an ITIL 3.0 service framework within the department and work closely with the Applications and Computer Operations teams to establish service level agreements for all IT supported applications and systems.
In addition to day-to-day management activities, the Help Desk Manager will provide second –tier support and work closely with other IT managers to resolve complex support issues. This includes maintaining and supporting both PC and Apple Macintosh computers, local and network printers, Blackberry devices and enterprise client/server applications.
Duties include maintaining and enforcing policies and procedures regarding how problems are identified, received, documented, distributed and corrected. Other duties include working with IT Business Analysts and Operations team members in resolving end user computer related issues and maintaining adequate hardware and computer inventories.
Duties and Responsibilities:
The Help Desk Manager would be expected to:
- Work with Senior IT management and business representatives to establish service level agreements for all desktop systems and applications.
- Manage and oversee daily Help Desk operations.
- Participate in managing the volume of incoming calls to the help desk via both telephone and e-mail, ensuring courteous, timely and effective resolution of end user’s issues.
- Ensure coverage of the Help Desk during normal hours and after hours support (leveraging existing staff and contractors).
- Ensure trouble tickets are properly documented, escalated or resolved in a timely manner.
- Provide regular Help Desk metrics reporting as required.
- Establish, update and maintain IT policies, procedures and technology standards to ensure desktop availability and security.
- Ensure software license compliance is maintained.
- Maintain adequate hardware spare parts, computer and toner inventory to support the organization.
- Maintain a high level of end user satisfaction.
- Manage and support Blackberry handheld devices.
- Review and recommend hardware and software standards.
- Assist in providing help desk level-1 and level-2 support for ARIAD workstations, printers, peripherals and other computer related devices.
- Manage both Apple and Windows Active Directory based user accounts.
- Collaborate with end-users to clearly define software and technology requests.
- Review requests for new equipment and software with appropriate IT Management to ensure that business requirements are met.
Job Requirements:
- College diploma or university degree in the field of computer science and/or five to seven years equivalent work experience in the field of Information Technology.
- At least one to two years previous Help Desk experience in the role as Lead Help Desk Technician or Help Desk Manager.
- Prior experience in an ITIL 2.0 environment. Certification strongly desired.
- Excellent customer service skills required with the ability to communicate with all levels of staff.
- Strong problem management, organizational, time management and resource allocation skills.
- Ability to prioritize multiple tasks.
- Must be able to establish effective professional business relationships throughout the organization and with outside vendors.
- Must be accustomed to managing Help Desk trouble ticket volumes, delegating workload across team.
- Possess positive demeanor and demonstrated mentoring capabilities, including team building.
- Experience in managing software licensing, spare parts inventory and loaner equipment.
- Strong working knowledge of Microsoft XP, Microsoft Server 2003 and Active Microsoft Directory.
- Previous experience supporting complex desktop applications, including Microsoft Office 2003.
- Strong understanding of networking, VPN and TCP/IP
- Strong written, presentation and oral communication skills
- Strong understanding and commitment to the IT organization’s goals and objectives.
- Ability to conduct research into issues and products as required.
- Ability to present ideas in business-friendly and user-friendly language.
Work Conditions:
- Occasional evening and weekend work to meet deadlines.
- Sitting for extended periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
- Lifting and transporting of moderately heavy objects, such as computers and peripherals.
- Physically able to participate in training sessions, presentations, and meetings.
- Some local travel may be required for the purpose of offsite software and system applications management.
