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Help Desk Supervisor

Lloyd Group

This is a Full-time position in New York, NY posted April 30, 2021.

Job Responsibilities:

  • Manage critical or emergency incidents; assess situations, and develop actions plan to resolve issues

  • Owns the client relationship from a service standpoint, and owns all incidents from open to resolution. They will be the point person for the client and ensure all communication is adhered to, and responsible for all updates.

  • Manage escalations board for specified team

  • Provide guidance to and mentor direct reports

  • Effectively communicate with team, management, and client (where appropriate), any pertinent information relevant to the task at hand

  • Take a leadership role in promoting Lloyd?s core values and guidelines throughout the team

  • Act as a technical escalation point for Service Desk Analysts

  • Research complex technical issues and provide action plan to clients and team

  • Ensure that all work performed is documented in ConnectWise; this must be done in a timely, accurate and detailed manner

  • Manage client relationship and expectations during escalated issue process

  • Identify opportunities to offer additional services to improve client service

  • Mentor junior analysts to develop their business and technical skills, and practice company values

  • Participate in rotating on-call schedules to provide technical and emergency situation guidance, so that our clients can depend on us 24/7 to meet their business needs.

Job Requirements

  • Bachelor?s degree or relevant background

  • 7+ years? professional IT support experience

  • Experience using ConnectWise or a similar ticketing system

  • All-star verbal and written communication skills

  • Ability to eVolve and quickly learn bleeding edge technologies

  • Desire to be a Lloydian & develop lasting relationships in our community

  • Client focus with an ability to maintain relationships and resolve client conflicts

  • Detail orientation; follow established policies and procedures

  • Ability to effectively deal with work pressure, and maintain a composed and calm attitude

  • Welcome change and ambiguity, shift gears comfortably; be able to develop a plan to manage a lack of structure

  • Guide individuals or groups toward task accomplishment; promots team environment, lead by example

  • Be task oriented and able to use time effectively

  • Check work to avoid making errors/mistakes

  • Make efforts to improve skills and knowledge by taking initiative

  • Show an interest in learning new materials and staying abreast of latest technical information; learn new information quickly, and be well versed in subject matter practice and theory

  • Be careful and thorough with high standards of performance

  • Be able to develop positive relationships with individuals in other departments or units

  • Be thoughtful and analytical; identify important aspects of a problem using a systematic approach, gather appropriate information, determine potential cause, and specify alternative solutions

Technical Expertise

  • ITIL Certification

  • Security + Certification

  • Microsoft Windows Server 2003, 2008, 2012

  • VMware and Hyper V in multiple host environments

  • Experience with Compellent (Dell) SAN or equivalent

  • Kaseya and ConnectWise experience a plus

  • Windows XP, Vista, 7, 8 , 10

  • Microsoft Active Directory

  • Office365

  • Microsoft Exchange 2003, 2007, 2010 Microsoft SQL 2005, 2008

  • Microsoft Office 2003, 2007, 2010, 2013

  • Hardware: Printers, Workstations, Servers, Routers, Switches and Firewalls

  • Strong understanding of networking and routing

  • Software: Antivirus and Antimalware Software

  • TCP/IP, DNS, DHCP, WAN, LAN, VoIP, WLAN

  • Blackberry Enterprise Server